Customer Excellence Manager

Ziina; Dubai; On-site; AED 180,000 - 250,000; Full time

Job summary

A fintech company in Dubai is hiring a Customer Excellence Manager to lead the CX team. You'll drive operational excellence, oversee metrics, and partner across the organization to enhance customer experience. A proven track record in customer experience and leadership is essential, with strong communication skills in English (Arabic preferred). This role is pivotal in shaping the future of customer satisfaction and loyalty.

Qualifications

• 6+ years in customer experience, with 3+ years in team leadership.
• Experience in fintech or digital-first industries is preferred.
• Proficiency in English; Arabic skills are a bonus.

Responsibilities

• Lead and develop CX Specialists and agents.
• Oversee daily CX operations and monitor metrics.
• Implement strategies for talent development and retention.

Skills

Leadership

Customer experience strategy

Data analysis

Communication skills

Team building

Job description

We are looking for a Customer Excellence (CX) Manager to support leading our growing CX team. This role goes beyond day-to-day support management: you will be responsible for driving operational excellence, scaling CX processes, and positioning customer experience as a strategic function that impacts retention, loyalty, and growth in partnership with the rest of the CX leadership.

As a Customer Excellence Manager, you will oversee CX Specialists and frontline agents, ensuring high performance, quality, and alignment with company-wide goals. You will act as the bridge between CX and other teams (Product, Fraud, Compliance, Risk, and Engineering) and external vendors, making sure customer feedback directly shapes product and business decisions.

As a Customer Excellence Manager at Ziina, you will:

• Lead and develop CX Specialists and agents through coaching, performance reviews, and 1:1 sessions.
• Foster a high-performance, customer-obsessed culture built on accountability, empathy, and motivation.
• Manage hiring, onboarding, and training to ensure the team scales effectively with the business.
• Implement talent development and retention strategies to build future CX leaders.
• Oversee daily CX operations, ensuring inquiries are resolved efficiently, within SLAs, and to the highest standards.
• Monitor CX metrics (CSAT, NPS, FRT, deflection, resolution rate) and take corrective actions where needed.
• Drive automation, AI tools, and self-service improvements to reduce contact rates and boost efficiency.
• Ensure compliance with CX processes, policies, and regulatory requirements.
• Execute the CX strategy and key vendor relationship in alignment with company objectives and long-term growth goals.
• Lead Voice of the Customer (VoC) initiatives, ensuring feedback informs product, marketing, and operations.
• Partner with Product, Fraud, Risk, Compliance, and Engineering to solve systemic issues and drive improvements.
• Champion CX as a business driver, demonstrating its impact on retention, loyalty, and revenue.

To succeed in this role, you likely:

• Have 6+ years in customer experience, including at least 3 years leading teams.
• Get energy from scaling and guiding CX teams in high-growth environments (fintech, SaaS, or digital-first industries preferred).
• Love diving into data, spotting patterns, and turning insights into action.
• Communicate with clarity and empathy in English (bonus if you also bring Arabic skills).
• Enjoy experimenting with automation, AI tools, and self-service strategies to make CX smarter and more efficient.
• Care deeply about building a customer-first culture that blends efficiency with empathy.

What would amaze us

• You’ve implemented AI-driven or automation-first CX strategies that meaningfully reduced contact rates while improving customer satisfaction.
• You’ve influenced cross-functional strategy by driving Voice of the Customer insights that shaped product or business decisions.
• You’ve created career paths and grown CX specialists into future leaders within your teams.
• You see CX not just as support, but as a strategic growth lever that drives loyalty, retention, and revenue.
• You are fluent in written and spoken Arabic

About Ziina

Ziina’s mission is to bring financial freedom to every person in the Middle East. We are building MENA’s consumer and SMB financial platform, starting with a peer-to-peer and merchant wallet. Our team have backgrounds from Apple, Uber, Stripe, Klarna, Revolut, Yandex, and Nubank. Ziina’s payments volumes have grown by 10x YoY for the last two years. The team have built a product that is beloved by the UAE and is the recipient of 8 international design awards, including the Red Dot Award and the UX Design Award. Our last round was a $22 million Series A from top-tier investors globally including Altos Ventures, Fintech Collective, Activant, Long Journey Ventures and Y Combinator. Our angel investors include early employees and executives at Revolut, Stripe, Venmo, Brex, Checkout.com, Notion, and Deel.

Join us in shaping the future of financial freedom. Every role here is an opportunity to make a real impact. Let’s build something that matters—together.