Customer Experience & After-Sales Operations Manager

Tanqeeb; Dubai; On-site; AED 300,000 - 420,000; Full time

Job summary

Tanqeeb is seeking a Customer Experience & After-Sales Operations Manager to oversee the end-to-end journey—from order processing to delivery, installation and after-sales service. You will coordinate with Sales, Production, Logistics, Delivery, Installation and Service teams to ensure a premium, seamless experience and timely issue resolution.

You will own customer complaints, claims, repairs and goodwill solutions while maintaining high satisfaction.

Qualifications

• Bachelor's or Master's degree in Business Administration, Operations, Supply Chain, Logistics, Customer Experience or related field.
• 8+ years of experience in Sales Operations, Customer Experience, Order Management or After-Sales.
• Experience in furniture, luxury retail or project-based businesses preferred.
• Experience with ERP/CRM systems, preferably Microsoft Dynamics.
• Strong leadership and cross-functional collaboration abilities.

Responsibilities

• Oversee end-to-end sales order process from confirmation to delivery and installation.
• Coordinate with Sales, Production, Logistics, Delivery, Installation and Service teams.
• Take ownership of customer complaints, claims, repairs, replacements and service issues.
• Develop SOPs to improve customer experience and after-sales efficiency.
• Monitor order status, delivery schedules and installation timelines.

Skills

Customer Experience Management

After-Sales Operations

Sales Order Processing

Order Fulfilment

Delivery & Installation Coordination

Customer Claims & Complaint Management

CRM / ERP Management

Service Recovery

Process Improvement

Team Management

Stakeholder Management

Reporting & KPI Management

Problem Solving

Strong Communication & Negotiation

Education

Bachelor's or Master's degree in Business Administration, Operations, Supply Chain, Logistics, Customer Experience or related field

Tools

Microsoft Dynamics

Job description

Customer Experience & After-Sales Operations Manager - Luxury Furniture

Job Overview

The Customer Experience & After-Sales Operations Manager will oversee the end-to-end customer journey from sales order processing through delivery, installation and after-sales service. The role will ensure that customer orders are processed accurately and efficiently, while coordinating with Sales, Production, Logistics, Delivery, Installation and Service teams to provide a seamless premium customer experience. The position will also take ownership of customer complaints, claims, repairs, replacements and service issues, ensuring timely resolution and maintaining high customer satisfaction.

Key Responsibilities

• Oversee the end-to-end sales order process, from confirmed order through delivery and installation.
• Ensure customer orders, quotations, product details, delivery requirements and documentation are accurate and complete.
• Coordinate closely with Sales, Sales Admin, Production, Logistics, Delivery and Installation teams to ensure smooth order fulfilment.
• Monitor order status, product availability, delivery schedules and installation timelines.
• Keep customers informed about order progress, delivery schedules and installation requirements.
• Act as the key point of escalation for customer concerns and operational issues.
• Manage after-sales service, customer complaints, product claims, delivery damages and installation issues.
• Coordinate with technical, QA/QS and service teams to assess and resolve customer claims.
• Manage repairs, replacements and goodwill solutions within approved company guidelines.
• Follow up with internal teams and third-party service providers to ensure issues are resolved within agreed timelines.
• Monitor customer satisfaction throughout the delivery, installation and after-sales journey.
• Identify recurring customer issues and recommend improvements to processes and service quality.
• Develop and implement SOPs and processes to improve customer experience and after-sales efficiency.
• Maintain accurate records of orders, customer complaints, claims and service cases in the ERP/CRM system.
• Prepare regular reports and dashboards covering order status, delivery, installation, claims, complaints and customer satisfaction.
• Manage and monitor third-party delivery and installation partners against agreed service standards.
• Lead and support the Sales Administration / Customer Service / After-Sales team.
• Drive continuous improvement in order processing, fulfilment and after-sales operations.

Education & Experience

Bachelor's or Master's degree in Business Administration, Operations, Supply Chain, Logistics, Customer Experience or a related field.8+ years of experience in Sales Operations, Customer Experience, Order Management, After-Sales, Customer Service or Order Fulfilment. Previous experience in a managerial or senior process ownership role. Strong experience in sales order processing and order fulfilment. Hands-on experience managing delivery, installation, customer complaints and after-sales service. Experience in furniture, interiors, luxury retail, kitchens, wardrobes, made-to-order products or project-based businesses is preferred. Experience working with ERP/CRM systems, preferably Microsoft Dynamics. Experience managing internal teams and external service providers. Strong understanding of customer claims, repairs, replacements and service recovery.

Key Skills

• Customer Experience Management
• After-Sales Operations
• Sales Order Processing
• Order Fulfilment
• Delivery & Installation Coordination
• Customer Claims & Complaint Management
• CRM / ERP Management
• Service Recovery
• Process Improvement
• Team Management
• Stakeholder Management
• Reporting & KPI Management
• Problem Solving
• Strong Communication & Negotiation