Customer Experience Manager, GCC & Omnichannel

Yougotagift; Dubai; On-site; AED 250,000 - 450,000; Full time

Job summary

YOUGotaGift is seeking a Customer Service Manager to lead the GCC CS function. You will drive strategy, oversee a multi-channel support team, and partner with Sales, Marketing, Product, and Operations to deliver top-tier customer experiences across gifting, incentives, and digital payments.

The role emphasizes leadership, analytics, and process improvements to reduce churn and boost CSAT, with a focus on scalable customer journeys across a growing platform in the Middle East.

Qualifications

• Experience in managing multichannel customer support outcomes.
• Ability to implement AI/automation to improve service delivery.
• Strong CRM and customer analytics knowledge.
• Proven leadership and coaching capabilities.

Responsibilities

• Lead customer service across GCC, define service levels and metrics.
• Drive improvements to CSAT, FRT, resolution times, and SLA adherence.
• Oversee omnichannel support channels and ensure consistent quality.
• Collaborate with Sales, Marketing, Product, Finance, and Ops to optimize journeys.
• Recruit, train, and coach the CS team; manage workload and staffing.

Skills

Omnichannel support

AI automation

CRM systems

Journey mapping

Data analytics

Leadership

Tools

CRM software

Quality assurance tools

Job description

YOUGotaGift is seeking a Customer Service Manager to lead the GCC CS function. You will drive strategy, oversee a multi-channel support team, and partner with Sales, Marketing, Product, and Operations to deliver top-tier customer experiences across gifting, incentives, and digital payments.

The role emphasizes leadership, analytics, and process improvements to reduce churn and boost CSAT, with a focus on scalable customer journeys across a growing platform in the Middle East.