Automotive CRC Team Lead — Customer Experience

Tanqeeb; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Tanqeeb in Dubai seeks an experienced Customer Relationship Centre (CRC) Team Leader to drive regional customer service operations and continuous improvement across markets. The role combines people leadership, customer experience management, and process optimization to enhance satisfaction and support business goals.

You will lead a high-performing CRC team, oversee KPI delivery, and partner with Sales, Marketing, and Brand teams to deliver best-in-class customer experiences across the Middle

Qualifications

• Minimum 5 years' experience in a Customer Relationship Centre or Customer Experience environment.
• Proven experience leading customer service teams.
• Strong analytical and problem-solving skills.
• Experience managing digital transformation or process improvement projects.
• Excellent stakeholder management skills across multiple markets.
• Fluent in English and preferably in Arabic.

Responsibilities

• Lead, coach, and develop the CRC team to deliver exceptional customer service.
• Drive operational efficiency through workflow optimisation and resource planning.
• Monitor team performance against KPIs and SLAs.
• Manage customer goodwill budgets and related reporting.
• Support the retailer network in delivering best-in-class customer experiences.
• Foster strong relationships between customers and the retailer network.
• Lead digital transformation and customer service improvement initiatives.
• Collaborate with Sales, Marketing, and Brand teams.
• Oversee complex customer cases and high-priority escalations.
• Implement customer feedback-driven improvements.

Skills

People leadership

Stakeholder management

Analytical thinking

CRM proficiency

Communication

Arabic language

Education

Bachelor's degree

Tools

CRM platforms

Job description

Tanqeeb in Dubai seeks an experienced Customer Relationship Centre (CRC) Team Leader to drive regional customer service operations and continuous improvement across markets. The role combines people leadership, customer experience management, and process optimization to enhance satisfaction and support business goals.

You will lead a high-performing CRC team, oversee KPI delivery, and partner with Sales, Marketing, and Brand teams to deliver best-in-class customer experiences across the Middle