Customer Experience Leader - CX & Service Excellence

Black Pearl; Abu Dhabi; Presencial; AED 240.000 - 360.000; Jornada completa

Descripción de la vacante

Black Pearl is seeking a Customer Experience Manager in the UAE to lead customer service operations, resolve complaints, and build high-performing teams. You will shape how customers receive support, drive multi-channel service improvements, and collaborate with stakeholders to simplify daily interactions.

You will guide teams handling inquiries, service requests, and complaints, take ownership of escalations, and use metrics to drive changes that enhance satisfaction and consistency across the

Responsabilidades

• Set the direction for customer care and translate business priorities into practical service improvement plans.
• Lead teams responsible for customer enquiries, service requests and complaints across relevant channels.
• Take ownership of sensitive escalations, coordinating resolutions and addressing the causes of recurring issues.
• Use customer satisfaction scores, service-level performance and complaint trends to identify where change is needed.
• Improve processes to reduce delays, strengthen service consistency and increase customer satisfaction.
• Partner with technology and operational teams to improve digital support and customer self-service.
• Coach employees, strengthen service capabilities and build a culture of accountability.
• Maintain appropriate service controls, customer data confidentiality and adherence to internal policies.

Descripción del empleo

Black Pearl is seeking a Customer Experience Manager in the UAE to lead customer service operations, resolve complaints, and build high-performing teams. You will shape how customers receive support, drive multi-channel service improvements, and collaborate with stakeholders to simplify daily interactions.

You will guide teams handling inquiries, service requests, and complaints, take ownership of escalations, and use metrics to drive changes that enhance satisfaction and consistency across the