Customer Experience & Contact Centre Leader – UAE

Client of Pink Camel; Dubai; On-site; AED 350,000 - 520,000; Full time

Job summary

We are seeking a Head of Customer Experience & Contact Centre for a Health & Wellness group operating in the UAE and KSA. You will define the customer-contact strategy, establish omnichannel standards, and drive CRM effectiveness to support growth and retention.

You will lead the Contact Centre Manager and teams, building scalable processes in collaboration with Operations, Marketing and Finance. The role requires strong commercial acumen, CRM expertise, and the ability to implement AI-enabled

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Customer Experience Management or a related field preferred; a Master's or MBA is an advantage.
• Professional certifications in Customer Experience, CRM, Contact Centre Management or Business Management are preferred.
• Minimum 8-10 years of experience in customer experience, contact centre management, customer operations or CRM leadership.
• At least 4-5 years in a senior management role leading contact centre operations.
• Proven experience managing Contact Centre Managers, Team Leaders, agents and large customer-facing teams.
• Hands-on experience overseeing inbound and outbound calls, lead management, complaint resolution, service quality and productivity.
• Proven experience managing multi-location or multi-market customer operations; UAE and KSA experience is highly desirable.
• Demonstrated success developing omnichannel engagement strategies across phone, email, WhatsApp, social media and digital channels.
• Strong experience implementing, managing and optimising CRM systems.
• Proven track record of improving conversion, retention and customer satisfaction.
• Strong understanding of contact centre KPIs, including SLA, AHT, FCR, CSAT and QA.

Responsibilities

• Define and implement the customer experience strategy across the UAE and KSA with consistent service standards.
• Own omnichannel communication strategy including calls, WhatsApp, email, live chat and social media.
• Own CRM effectiveness including lead management, data accuracy, segmentation and adoption.
• Develop customer lifecycle retention, reactivation and loyalty strategies.
• Lead Contact Centre Manager and teams to ensure daily operations, staffing and service quality.
• Establish KPIs and dashboards covering conversion, response times, SLA, AHT, FCR, CSAT, QA and retention.
• Prepare weekly/monthly performance reports for the CEO.
• Drive automation and AI-enabled tools for scalable processes.

Skills

Customer experience management

Leadership

CRM systems

Omnichannel engagement

Analytics

Stakeholder management

Project management

Data privacy

Education

Bachelor's degree in Business Administration, Marketing, Communications, Customer Experience Management

Master's degree or MBA

Tools

CRM systems

Automation tools

AI-enabled tools

Job description

We are seeking a Head of Customer Experience & Contact Centre for a Health & Wellness group operating in the UAE and KSA. You will define the customer-contact strategy, establish omnichannel standards, and drive CRM effectiveness to support growth and retention.

You will lead the Contact Centre Manager and teams, building scalable processes in collaboration with Operations, Marketing and Finance. The role requires strong commercial acumen, CRM expertise, and the ability to implement AI-enabled