Customer Experience Manager

Styli; Dubai; On-site; AED 150,000 - 200,000; Full time

Job summary

A major e-commerce brand in Dubai is looking for a Manager – Cx to enhance customer experience through data-driven initiatives. The ideal candidate should have at least 5 years of experience in leading strategic projects, excellent data interpretation skills, and a passion for designing customer-first solutions. This role demands collaboration across various teams and the ability to manage projects from concept to completion.

Qualifications

• Proven track record of leading cross-functional projects in a fast-paced environment.
• Ability to interpret data and generate actionable insights.
• Start-up and/or consulting experience of minimum 5 years.

Responsibilities

• Leverage data to identify and size customer pain points.
• Define and deliver CX initiatives with clear objectives.
• Collaborate across teams to enhance customer experiences.

Skills

Project management

Data interpretation

Customer experience design

Cross-functional collaboration

Job description

Role: Manager – Cx

Location: Dubai

Reports to: Head of Customer Experience

About STYLI

STYLI is an e-commerce brand founded in 2019 by Landmark Group, emerging as one of the largest fashion and beauty platforms in the GCC and India. With a strong focus on trendy, affordable fashion and beauty products, STYLI brings over 40,000 styles to men, women, kids, and beauty enthusiasts, offering them the latest global trends delivered directly to their doorsteps.

Our vision is to be the most aspirational value fast fashion and lifestyle destination, delivering seamless service excellence. We aim to create personalized experiences, engaging customers across all touchpoints, and continually expanding our curated selection to meet their evolving need states. STYLI has quickly become a dominant force in the e-commerce fashion space across the GCC - Saudi Arabia, UAE, Bahrain, and Kuwait and in India.

What you’ll do:

• Leverage data to identify and size customer pain points across the pre-order and post-order journey
• Define and deliver the CX initiatives that target key input metrics, with clearly scoped objectives and timelines
• Collaborate cross-functionally - Business, Product, Tech, Operations, and Customer Service teams - to ideate and execute initiatives
• Redesign customer journeys and internal processes to reduce customer friction and enhance experience
• Track and own key CX metrics - NPS, CSAT, Delivery experience and other key CX metrics to evaluate impact and guide ongoing improvements.

What you’ll need?

• Proven track record of leading cross-functional projects or strategic CX initiatives with measurable outcomes in a fast-paced environment
• Ability to interpret data, size opportunities, and generate actionable insights
• Comfortable working with limited guidance, managing ambiguity, and driving projects from concept to completion with ownership.
• Experience of working in digital industry
• Ability to design creative, customer-first solutions for process and journey improvements
• Start-up and/or consulting experience of minimum 5 years