Customer Experience Lead - Arabic, GCC

AIVI; Dubai; On-site; AED 134,000 - 223,000; Full time

Job summary

AIVI in Dubai is hiring a Customer Excellence Specialist to manage customer recovery and drive CX reporting across GCC. You will own follow-up with unhappy customers and translate feedback into actionable improvements for stores and social channels.

You will analyze NPS, CSAT, and CES data, collaborate with Retail, Marketing, CRM, and Operations, and ensure a customer-first experience with timely, practical responses and clear ownership.

Qualifications

• 2-4 years of experience in Customer Experience, retail analytics, customer service, or a closely related field.
• Arabic is mandatory.
• Strong Excel capability, with confidence working with customer metrics, trends, and recurring reports.
• Strong customer communication and service-recovery skills, including confidence handling dissatisfied customers by phone.
• Ability to turn customer feedback and data into practical, timely actions for store and operational teams.
• Comfort working cross-functionally with Customer Service, Retail, Marketing, CRM, and Operations stakeholders.
• A customer-first mindset, strong ownership, attention to detail, and a bias toward resolution rather than simply logging issues.

Responsibilities

• Respond to every customer complaint received through the company's feedback channels.
• Call back unhappy customers, understand the issue, and close the loop with a clear and appropriate resolution.
• Own the weekly NPS, CSAT, and CES reporting across GCC markets.
• Turn customer feedback, detractor comments, complaints, and experience trends into clear actions that store teams can implement within the same week.
• Support a consistent and exceptional customer experience across stores and social media touchpoints.
• Engage with VIP and high-value customers, ensuring personalized communication and a strong customer-first experience.
• Support marketing campaigns, customer engagement initiatives, and events, including customer communication and coordination.
• Monitor feedback to identify service gaps, recurring issues, and improvement opportunities across touchpoints.
• Partner with Customer Service, Marketing, Retail, CRM, and Operations teams to resolve concerns and improve the overall experience.
• Support Customer First initiatives and service excellence standards, and track CX KPIs and feedback trends to drive continuous improvement.

Skills

Customer experience

Customer analytics

Customer communication

Service recovery

Cross-functional collaboration

Ownership

Attention to detail

Problem-solving

Tools

Excel

Job description

AIVI in Dubai is hiring a Customer Excellence Specialist to manage customer recovery and drive CX reporting across GCC. You will own follow-up with unhappy customers and translate feedback into actionable improvements for stores and social channels.

You will analyze NPS, CSAT, and CES data, collaborate with Retail, Marketing, CRM, and Operations, and ensure a customer-first experience with timely, practical responses and clear ownership.