Sr. Manager - Customer Experience; On-Site in AED
About the company we're hiring for currently:
UAE-based pioneer delivering customer-centric experiences and unparalleled opportunities through cutting-edge technology, with six innovative tech ventures across the globe.
Job Description:We are seeking a Senior Manager – Customer Experience (CX) who will lead and enhance the customer experience across all touchpoints with The Company. This role demands a balance of strategy, empathy, and operational excellence. You’ll design and implement world-class service processes, shape the customer journey, and build a team that delivers excellence at scale.
You’ll collaborate closely with product, operations, and marketing teams to ensure our customers enjoy a seamless, memorable experience that matches the excitement of our brand.
Key Responsibilities- Own and evolve the end-to-end customer experience strategy
, from onboarding to retention. - Lead and manage customer service operations, ensuring top-tier responsiveness and satisfaction.
- Develop CX frameworks and KPIs to measure and continuously improve performance.
- Design and refine customer journeys
, identifying friction points and optimizing touchpoints. - Partner with technology and product teams to integrate CX insights into platform improvements.
- Implement VOC (Voice of Customer) programs and feedback loops to inform decisions.
- Train, mentor, and inspire customer-facing teams to deliver empathetic, consistent service.
- Handle escalations and critical cases with professionalism and tact.
- Collaborate with Marketing & Communications to ensure customer feedback is reflected in brand messaging.
- Champion a customer-first culture across the organization.
- Proven track record of leading CX teams and driving measurable improvements in satisfaction and loyalty.
- Strong analytical mindset — able to translate data and feedback into actionable strategies.
- Deep understanding of CX tools, CRMs, and service technologies (Zendesk, Salesforce, Freshdesk, etc.).
- Excellent communication, leadership, and problem-solving skills.
- Passion for delivering exceptional, emotionally resonant customer experiences
. - Bachelors/Masters degree in Business, Marketing, or related field.
- Experience: 10–12 years of experience in customer experience, customer success, or service operations
, preferably in retail, e-commerce, or lifestyle brands.
- Work Mode: ONSITE - Full Time
- Location: Dubai, UAE
- Experience: 10-12 years
- Days: Monday to Friday
- Timing: 9 am-6 pm
- Health insurance for employee & family
- Annual Ticket
- 24 Annual leaves on year completion
- Annual Bonus - based on company performance
- Annual increment
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