Digital Care Leader: Customer Experience & Operations

du; Dubai; On-site; AED 350,000 - 520,000; Full time

Job summary

du in Dubai seeks a senior leader to own the Digital Care strategy across channels, aligning with the group’s goals. You will drive omnichannel service delivery, establish SLAs, and partner with marketing and operations to improve customer experience via self-care platforms and mobile apps.

Responsibilities include setting KPI targets, monitoring NPS and customer satisfaction, delivering regular reports, building staffing and training plans, and ensuring budget control while delivering high

Qualifications

• Bachelor or Master’s degree in business management or distinguished experience with additional training courses in customer experience / CRM.

Responsibilities

• Develop the strategy for Digital Care short and long term in line with the organisation’s strategy.
• Create and optimise customer access channels to lead in digital service delivery using technology-based infrastructure.
• Establish relationships with other departments and develop SLAs to resolve customer requests efficiently.
• Drive development and implementation of best digital practices in Contact Centre operations and achieve KPI targets.

Skills

Performance oriented

Analytical skills

Communication skills

Creativity & adaptability

English fluency

Arabic a plus

Education

Bachelor/Master in Business Management

Job description

du in Dubai seeks a senior leader to own the Digital Care strategy across channels, aligning with the group’s goals. You will drive omnichannel service delivery, establish SLAs, and partner with marketing and operations to improve customer experience via self-care platforms and mobile apps.

Responsibilities include setting KPI targets, monitoring NPS and customer satisfaction, delivering regular reports, building staffing and training plans, and ensuring budget control while delivering high