Customer Experience Manager – Black Pearl

We are recruiting for a Customer Experience Manager for an established organization in the UAE. This opportunity suits a leader with experience managing customer service operations, strengthening complaint resolution and developing high-performing teams.

You will shape how customers receive support, lead service improvements across multiple channels, and work with stakeholders across the business to make everyday interactions simpler and more effective

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What you will do:

• Set the direction for customer care and translate business priorities into practical service improvement plans.
• Lead teams responsible for customer enquiries, service requests and complaints across relevant channels.
• Take ownership of sensitive escalations, coordinating resolutions and addressing the causes of recurring issues.
• Use customer satisfaction scores, service-level performance and complaint trends to identify where change is needed.
• Improve processes to reduce delays, strengthen service consistency and increase customer satisfaction.
• Partner with technology and operational teams to improve digital support and customer self-service.
• Coach employees, strengthen service capabilities and build a culture of accountability.
• Maintain appropriate service controls, customer data confidentiality and adherence to internal policies.

Job Details

Preferred Candidate

Suite de l’annonce…