Chief Customer Engagement & Digital Sales Leader

Al Masaood; Abu Dhabi; Sur place; AED 600 000 - 900 000; Plein temps

Résumé du poste

Al Masaood Automobiles in Abu Dhabi is seeking a Head of Customer Interaction Centre to lead the Customer Engagement and Digital Sales function across AMA brands. The role covers inbound customer care, digital sales, lead management, and retention across voice, WhatsApp, live chat, and web.

You will drive KPI-led performance, use CRM and analytics tools to improve satisfaction, conversion, and revenue, and coach frontline managers to deliver a consistent, high‑value customer experience.

Qualifications

• 8–10 years of experience in customer engagement, contact-centre management or digital sales.
• Lead and develop frontline teams with KPI accountability.
• Experience with omnichannel customer service across voice, chat and messaging platforms.

Responsabilités

• Lead the integrated Customer Engagement and Digital Sales model across AMA brands.
• Manage digital leads, appointment setting, and outbound campaigns.
• Establish and monitor KPIs covering service levels, responsiveness, quality and revenue.
• Utilize Qlik, CRM information and dashboards to identify gaps and drive improvements.
• Coach team leaders and ensure effective workforce planning and development.
• Drive continuous improvement across telephony, IVR, CRM, WhatsApp, live chat and reporting systems.

Connaissances

Customer engagement

Omnichannel

Leadership

KPI management

Qlik

CRM platforms

Speech analytics

Lean process

Formation

Bachelor's degree in Business Administration

Leadership / contact-centre management qualifications

Outils

CRM systems

Data dashboards

Description du poste

Al Masaood Automobiles in Abu Dhabi is seeking a Head of Customer Interaction Centre to lead the Customer Engagement and Digital Sales function across AMA brands. The role covers inbound customer care, digital sales, lead management, and retention across voice, WhatsApp, live chat, and web.

You will drive KPI-led performance, use CRM and analytics tools to improve satisfaction, conversion, and revenue, and coach frontline managers to deliver a consistent, high‑value customer experience.