Customer Experience Manager

EV Bulletin; Abu Dhabi; On-site; AED 268,000 - 402,000; Full time

Job summary

EV Bulletin is seeking a senior Customer Experience leader to oversee the end-to-end customer journey across all touchpoints in the UAE. You will develop strategies, improve service quality, manage feedback and supervise CX teams to deliver consistent, high-value experiences.

The role requires strong leadership, analytical thinking, and collaboration with sales, marketing, and operations to drive loyalty, satisfaction, and long-term relationships with customers.

Qualifications

• Diploma or Bachelor's degree in relevant field preferred.
• Experience in customer service or supervisory role is an advantage.
• Strong communication, leadership and problem-solving skills.
• Ability to analyze customer feedback and performance data.
• CRM and reporting proficiency is preferred.

Responsibilities

• Oversee and manage the overall customer experience across touchpoints.
• Develop and implement CX strategies, service standards and improvement plans.
• Monitor customer satisfaction, loyalty and service performance.
• Supervise and coach CX teams to ensure high-quality service delivery.
• Establish and maintain SOPs for customer interactions and service recovery.
• Monitor feedback, reviews, surveys, and complaints to identify improvements.
• Handle escalated complaints and complex service issues professionally.
• Analyze customer behavior to improve products and services.
• Develop initiatives to enhance engagement, retention and loyalty.
• Coordinate with sales, marketing, and operations for a seamless journey.
• Monitor service KPIs and prepare performance reports.
• Identify gaps and propose practical improvement solutions.
• Organize customer service training and coaching programs.
• Ensure inquiries are handled accurately and within timelines.
• Develop and implement customer feedback systems.

Skills

Leadership

Communication

Analytical thinking

Problem-solving

CRM systems

Data analysis

Training / coaching

Cross-functional collaboration

Time management

Customer journey mapping

Education

Bachelor's degree in Business Administration

Bachelor's degree in Customer Experience Management

Tools

CRM systems

Microsoft Office

Google Workspace

Service management tools

Job description

We are looking for a responsible, customer-focused, and proactive individual to oversee and manage the company's customer experience initiatives, ensuring a positive, consistent, and seamless experience across all customer touchpoints. The successful candidate will be responsible for developing customer experience strategies, improving service quality, managing customer feedback, resolving complaints, monitoring customer satisfaction, and building long-term customer relationships.

The ideal candidate should have strong leadership, communication, analytical, and problem-solving skills, with the ability to understand customer needs, improve service processes, lead customer service teams, and maintain high standards of customer satisfaction and loyalty.

Key Responsibilities

• Oversee and manage the overall customer experience to ensure consistent, high-quality service across all customer touchpoints.
• Develop and implement customer experience strategies, service standards, and improvement plans aligned with company objectives.
• Monitor customer satisfaction, customer loyalty, and service performance to identify areas for improvement.
• Supervise, guide, and support customer service teams to ensure professional, efficient, and customer-focused service delivery.
• Establish and maintain standard operating procedures (SOPs) for customer interactions, complaint handling, and service recovery.
• Monitor customer feedback, reviews, surveys, and complaints to identify recurring issues and improvement opportunities.
• Handle escalated customer complaints and complex service issues professionally, ensuring timely and effective resolution.
• Analyze customer behavior, expectations, and feedback to improve products, services, and overall customer satisfaction.
• Develop initiatives to enhance customer engagement, retention, loyalty, and long-term relationships.
• Coordinate with sales, marketing, operations, and other departments to ensure a seamless customer journey.
• Monitor customer service performance indicators, including satisfaction scores, response times, complaint resolution rates, and retention rates.
• Prepare customer experience reports and provide regular updates to management on performance, customer trends, and improvement initiatives.
• Identify gaps in existing service processes and recommend practical solutions to improve efficiency and service quality.
• Organize customer service training and coaching programs to enhance employees' communication, problem-solving, and service delivery skills.
• Ensure customer inquiries, requests, and complaints are handled accurately, consistently, and within established service timelines.
• Develop and implement customer feedback collection systems to support continuous service improvement.
• Maintain accurate customer records and ensure customer information is handled confidentially and in accordance with applicable data protection requirements.
• Support the development of customer communication strategies across relevant channels, including in-store, telephone, email, social media, and digital platforms.
• Collaborate with relevant teams to improve service recovery procedures and prevent recurring customer issues.
• Monitor industry trends, customer expectations, and competitor service practices to identify opportunities for improvement.
• Manage customer experience projects, service improvement initiatives, and relevant departmental budgets where applicable.
• Perform other duties and responsibilities assigned by management.

Requirements

• Diploma or Bachelor's degree in Business Administration, Customer Experience Management, Marketing, Communications, Hospitality Management, or a related field is preferred.
• Previous experience in customer service, customer relationship management, retail, hospitality, or a supervisory role is an advantage.
• Candidates with relevant experience and strong leadership potential are encouraged to apply.
• Excellent communication, interpersonal, leadership, and problem-solving skills.
• Strong customer service mindset with the ability to understand customer needs and expectations.
• Ability to manage customer complaints, resolve conflicts, and handle difficult situations professionally.
• Good analytical skills with the ability to interpret customer feedback, service reports, and performance data.
• Strong organizational skills and the ability to manage multiple priorities effectively.
• Ability to supervise, motivate, and develop team members to maintain high service standards.
• Responsible, patient, proactive, and detail-oriented, with a strong commitment to customer satisfaction.
• Ability to build positive relationships with customers, employees, and business partners.
• Familiarity with customer relationship management (CRM) systems, customer feedback platforms, and service management tools is an advantage.
• Proficient in Microsoft Office or Google Workspace, particularly for reporting and data analysis.
• Good understanding of customer journey mapping, service quality management, and customer retention strategies is an advantage.
• Ability to identify service gaps and recommend practical, customer-focused solutions.
• Strong time-management skills and the ability to meet service standards and deadlines.
• Ability to work independently and collaboratively with different departments.
• Willingness to learn, adapt to changing customer expectations, and implement continuous improvement initiatives.
• Able to work flexible hours when required to support business operations and customer needs.