Customer Experience Lead — CX Strategy & Service

AW Rostamani Group; Dubai; On-site; AED 201,000 - 368,000; Full time

Job summary

AW Rostamani Group is seeking an experienced Customer Experience leader for its Car Rental CX department in Dubai. You will organize, plan, and supervise the customer service team, ensuring adherence to company standards across phone, email, and chats.

You will develop strategies to optimize every touchpoint in the customer journey, manage supplier relationships, and drive key CX metrics. Strong English communication and leadership are essential.

Qualifications

• Bachelor's degree with 5-7 years in Car Rental CX
• Experience in leading teams (min 3 people)
• Proficient English communication both written and spoken
• Strong communication skills and team collaboration

Responsibilities

• Organize, plan and supervise a customer service department.
• Develop strategy to optimize every customer touch point within the journey.
• Manage communications via phone, email and chat per company standards.
• Maintain relationships with suppliers and ensure volumes and market share.
• Improve daily rental counts and reduce turnaround times from suppliers.
• Train customer-facing staff and suppliers on processes and applications.
• Coordinate with marketing to develop new processes for product/service improvement.
• Utilize CRM tools to monitor customer experience and service lead times.
• Follow up on issues and bugs with relevant departments to resolve promptly.
• Drive KPI related to CS score, acquisition, retention and complaints.
• Promote customer reviews to enhance brand reputation and retention.

Skills

Customer service

CRM

English communication

Team motivation

Education

Bachelor's degree in related field

Tools

CRM software

Job description

AW Rostamani Group is seeking an experienced Customer Experience leader for its Car Rental CX department in Dubai. You will organize, plan, and supervise the customer service team, ensuring adherence to company standards across phone, email, and chats.

You will develop strategies to optimize every touchpoint in the customer journey, manage supplier relationships, and drive key CX metrics. Strong English communication and leadership are essential.