CX Strategy & Customer Experience Lead

Confidential Company; Dubai; On-site; AED 120,000 - 240,000; Full time

Job summary

Confidential Company in Dubai seeks a CX leader to oversee customer service activities and optimize touchpoints across the journey. You will drive improvements in lead time, service quality and supplier collaboration in a fast-paced retail environment.

You will manage communications via calls, emails, and chats, develop and train teams and suppliers, and implement CRM-driven processes to boost customer acquisition, retention, and brand reputation.

Qualifications

• Bachelor's degree with CX or car rental relevance and 5-7 years experience.
• 5-6 years of relevant work experience and at least 3 in team management.
• Proficient English with strong written and verbal communication skills.

Responsibilities

• Oversee customer service activities and assess performance against standards.
• Prepare a strategy to optimize touchpoints across the customer journey.
• Manage customer communications via calls, emails and chats per standards.
• Develop and maintain relationships with suppliers to ensure volumes and market share.
• Monitor strategies to improve daily rental counts and reduce supplier turnaround.
• Train customer-facing teams to handle clients and suppliers; train suppliers.
• Coordinate with marketing on new processes and continuous improvement initiatives.
• Utilize CRM tools to monitor customer experience and reduce lead times.
• Aggressively follow up on trouble-shooting and bugs in collaboration with departments.
• Own KPIs related to CS score, acquisition, retention and complaint management.
• Promote customer reviews to safeguard brand reputation and retention.

Skills

Staff management

Multitasking

Problem solving

English communication

Team player

Education

Bachelor's degree

Tools

CRM tools

Job description

Confidential Company in Dubai seeks a CX leader to oversee customer service activities and optimize touchpoints across the journey. You will drive improvements in lead time, service quality and supplier collaboration in a fast-paced retail environment.

You will manage communications via calls, emails, and chats, develop and train teams and suppliers, and implement CRM-driven processes to boost customer acquisition, retention, and brand reputation.