Customer Service Manager

Casinetto; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading culinary distributor in the UAE is seeking a visionary Customer Service Manager to transform their customer service operations into strategic partnerships. The ideal candidate will lead a team, drive technology innovation, and manage daily excellence across HORECA and E-commerce sectors. Essential qualifications include a Bachelor's degree and extensive experience in customer service and management. This role is critical for elevating customer interactions and achieving business success through strategic transformations.

Qualifications

• 7+ years in customer service with 3+ years in management experience.
• Successful leadership of transformation initiatives and multi-channel operations.
• Fluent in English and familiarity with contact centre platforms.

Responsibilities

• Lead transformation initiatives to elevate customer service team.
• Drive technology innovation through system enhancements and data analytics.
• Manage daily operations to ensure service excellence across multiple channels.
• Collaborate with cross-functional teams to resolve customer issues.

Skills

Transformation leadership

Process innovation

Technology adoption

Team management

Data analysis

Education

Bachelor's degree in Business Administration or related field

Tools

Salesforce

SAP B1

Power BI

Excel

Job description

About the Role

Are you ready to transform customer service from a support function into a strategic business partner?

We're seeking a visionary Customer Service Manager to lead our HORECA and E-commerce operations through an exciting evolution—from transactional order processing to consultative customer partnership.

As the architect of our customer service excellence, you'll manage a talented team of 15+ professionals while championing process innovation, technology adoption, and capability development. This role combines operational leadership with strategic transformation, managing day-to-day service delivery across UAE, KSA, and regional markets while building your team into proactive consultants who anticipate customer needs and drive success.

If you're passionate about elevating customer service to strategic partnership, building high-performing teams, and driving meaningful transformation through technology and capability development, we want to hear from you!

What You'll Do

Lead Transformation. Define and execute a compelling vision that transforms our customer service team into trusted advisors. You'll develop capability frameworks, design training programs, and build change champions who model consultative behaviors across our 4,000+ SKU portfolio.

Drive Technology Innovation. Partner with our IT team to implement game-changing solutions. Lead projects from CRM enhancements and system integrations to digital channel expansion and data analytics capabilities. You'll translate business needs into technical requirements and ensure successful adoption of new tools.

Manage Daily Excellence. Oversee our innovative 6-cluster HORECA model and E-commerce operations, ensuring service excellence through strategic workforce planning, quality control, and dynamic resource allocation. You'll coach Team Leads who develop specialists through structured feedback and real-time mentoring.

Collaborate Cross-Functionally. Work closely with Sales, Logistics, Procurement, Finance, and Marketing teams to resolve complex customer situations, share insights, and drive business outcomes. Your strategic partnerships will be key to delivering exceptional customer experiences.

What We're Looking For

Essential Qualifications

• Bachelor's degree in Business Administration, Supply Chain, Operations Management, or related field with 7+ years in customer service (food service, distribution, FMCG, or HORECA), including 3+ years in management.
• You’ll bring proven success leading transformation initiatives, managing high-volume multi-channel operations, and collaborating with IT teams on system implementations.

Technical Excellence

• Advanced proficiency in Salesforce (or similar CRM), strong ERP experience (SAP B1 preferred), and data analysis capabilities with Power BI, Excel, or similar tools.
• You're fluent in English and comfortable with contact centre platforms and modern digital tools.

Leadership & Vision

• You're a transformational leader who can articulate compelling visions, navigate change resistance, and develop team capabilities.
• Your project management expertise (ideally with PMP, Agile, or Scrum certification) enables you to lead complex initiatives while maintaining operational excellence.

Nice to Have

• MBA, change management certification (Prosci, ACMP), process improvement expertise (Lean, Six Sigma), customer success background, Arabic proficiency, and multi-country operations experience will set you apart.

About Casinetto

Europe’s Finest, Delivered to Your Table.

Founded in 2009, Casinetto was born with a simple mission: to elevate the UAE’s culinary scene and make every meal truly memorable.

Whether you’re a professional chef or a passionate home cook, authentic, rich flavours start with the finest ingredients. That’s why we carefully source all our products directly from farmers, bakers, and artisans across Italy and Europe — and deliver them straight to your doorstep.

As Italian family farmers ourselves, we knew exactly who to call. The masters of exquisite blue cheeses; whose Sicilian tomatoes burst with freshness; and a truffle expert from Umbria.

As Casinetto grew, so did our network. Today, we collaborate with fishermen from Spain, purveyors of succulent hams and silky olive oils, French artisans crafting exceptional meats, and growers supplying fruits and vegetables from select European regions — each product packed with flavour and authenticity.

Now, we proudly work with, as well as artisan producers and craftsmen from across Europe, ensuring every ingredient we provide reflects tradition, quality, and the passion of its maker.