Customer Experience Manager

Black Pearl Consult; Dubai; In loco; AED 240.000 - 420.000; Tempo pieno

Descrizione del lavoro

Black Pearl Consult is seeking a Customer Experience Manager in the UAE to lead customer experience initiatives and drive service improvements across channels. The role focuses on enhancing interactions, resolving escalations, and aligning with stakeholders to deliver seamless customer journeys.

The ideal candidate will have a strong background in managing service operations, improving complaint resolution and building high-performing teams, with a bachelor’s degree and experience in customer

Competenze

• Proven experience leading customer care or service operations teams.
• Experience using dashboards and metrics to drive decisions.
• Strong communication and people development skills.
• Track record delivering operational improvements.
• Experience handling complex complaints across departments.
• Digital service improvements and customer care transformation are a plus.

Mansioni

• Set direction for customer care and translate priorities into improvement plans.
• Lead teams handling inquiries, service requests and complaints across channels.
• Own sensitive escalations and coordinate resolutions to address root causes.
• Use satisfaction scores, SLAs and trends to drive changes.
• Improve processes to reduce delays and standardize service delivery.
• Collaborate with technology and operations to boost digital self-service.
• Coach staff and build a culture of accountability.
• Maintain data confidentiality and comply with policies.

Conoscenze

Leadership

Customer Service

Stakeholder Mgmt

Data-Driven Decisions

Formazione

Bachelor's degree in Business Administration or related field

Descrizione del lavoro

Dubai, United Arab Emirates | Posted on 11/05/2026

Black Pearl Consult is hiring for a Customer Experience Manager in the UAE. This opportunity is ideal for an experienced customer service leader with a strong background in managing service operations, improving complaint resolution and building high-performing teams.

The successful candidate will lead customer experience initiatives, drive service improvements across multiple channels and collaborate with key stakeholders to enhance service delivery and create seamless customer interactions.

What you will do:

• 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.

Requirements

What you will bring

• A bachelor’s degree in Business Administration, Management or a related discipline; a relevant master’s degree is an advantage.
• Substantial experience in customer care, customer service, customer experience or service operations, with demonstrated leadership responsibility.
• A track record of managing service teams and delivering measurable operational improvements.
• Strong experience handling complex complaints and working across departments to resolve customer issues.
• Confidence using customer feedback, performance dashboards and service metrics to guide decisions.
• Experience contributing to digital service improvements or customer care transformation.
• Strong communication, stakeholder management and people development skills.