Customer Contact Centre Manager

ARK People Solutions; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

ARK People Solutions is seeking a Customer Contact Centre Manager to lead a central Reservations and Guest Contact operation across multiple properties. This role focuses on transforming the guest journey before check-in and driving revenue through all contact channels.

You will build a scalable, data-driven centre, coach a multi-channel team, and partner with Revenue, Digital and Operations to align strategy and inventory for growth.

Qualifications

• Experience leading a large central Reservations or Customer Experience function with full ownership.
• Experience managing multi-channel contact environments (voice, digital chat, automation).
• Commercial focus with understanding of conversion and revenue impact.
• Experience implementing technology automation or digital optimization.
• Data-driven decision making to drive accountability and results.

Responsibilities

• Lead and transform a centralised Reservations & Guest Contact operation across multiple hotels.
• Drive booking conversion and revenue performance across all contact channels.
• Design and implement technology-enabled solutions to improve efficiency and impact.
• Coach and develop a multi-channel team across voice, email and digital platforms.
• Establish KPIs and a culture of accountability.
• Leverage data and analytics to optimise service levels and customer engagement.
• Partner with Revenue, Digital and Operations to align strategy and demand performance.
• Ensure guest interactions are seamless, responsive and commercially effective.
• Build a scalable, future-ready Contact Centre model to support expansion.

Skills

Leadership

Multi-channel management

Data analytics

Commercial mindset

Team development

Operational discipline

Change management

Job description

Customer Contact Centre Manager

A fast-growing lifestyle hospitality group is looking for an operationally strong quality driven sharp leader to head up its Central Reservations and Guest Contact function across multiple properties.

This isnt a back-office reservations role.

Youll lead the team that shapes the guest journey before check-in even begins.

In this role youll:

• Lead and transform a centralised Reservations & Guest Contact operation across multiple hotels
• Drive booking conversion and revenue performance across all contact channels
• Design and implement innovative technology-enabled solutions that enhance efficiency and deliver measurable commercial impact
• Coach and develop a high-performing multi-channel team across voice email and digital platforms
• Establish clear KPIs performance standards and a strong culture of accountability
• Leverage data and analytics to optimise service levels conversion and customer engagement
• Partner closely with Revenue Digital and Operations teams to align strategy inventory and demand performance
• Ensure every guest interaction is seamless responsive and commercially effective
• Build a scalable future-ready Contact Centre model to support business expansion

Youll thrive in this role if you:

• Have led a large-scale Contact Centre Central Reservations or Customer Experience function with full ownership of performance outcomes
• Have managed multi-channel environments (voice digital chat automation) in hospitality airline travel retail e-commerce or similar high-volume sectors
• Think commercially and understand conversion yield upsell strategy and revenue impact
• Have successfully implemented technology automation or digital optimisation initiatives
• Use data confidently to make decisions drive accountability and improve measurable results
• Are energised by transformation not just maintaining the status quo
• Build and develop high-performing teams
• Balance customer-centric thinking with operational discipline
• Thrive in fast-growth environments where scalability and agility matter