Director of Digital Care & Customer Experience

FMS.AE; Dubai; On-site; AED 300,000 - 460,000; Full time

Job summary

FMS.AE in the UAE seeks an experienced leader to head Digital Care, shaping short- and long-term strategies for digital service delivery and customer access channels.

You will drive cross-department collaboration, establish SLAs, implement best practices, measure NPS, and oversee budget, reporting, and staff development to ensure top-tier multi-channel care including self-service platforms.

Qualifications

• Bachelor or Master’s degree in Business Management is required.
• Minimum 10 years in management roles.
• Extensive telecoms, BPO, and omni-channel service delivery experience.
• Strong knowledge of digital care / self-care platforms and NPS programs.

Responsibilities

• Develop strategy for Digital Care short and long term.
• Create and optimize customer access channels with leading-edge digital delivery.
• Establish cross-department SLAs for efficient issue resolution.
• Lead development and adoption of best digital practices and KPIs.
• Lead reporting on customer behavior and drive improvements via mobile app and self-care platforms.
• Ensure target productivity and quality indicators are met and monitored.
• Provide regular management reports (daily/weekly/monthly).
• Define methods to measure NPS and Voice of the Customer programs.
• Oversee day-to-day digital care operations and budget control.
• Deploy new technologies and self-care channels to boost efficiency.
• Ensure training programmes keep staff updated on products and solutions.
• Lead employee engagement and staff development initiatives.
• Manage and motivate staff to maintain top performance.
• Plan and monitor department budget.

Skills

Performance orientation

Analytical thinking

Creative problem solving

Communication skills

Resilience / adaptability

English fluency

Arabic language (plus)

Education

Bachelor or Master’s degree in Business Management

Additional training in customer experience / CRM

Job description

FMS.AE in the UAE seeks an experienced leader to head Digital Care, shaping short- and long-term strategies for digital service delivery and customer access channels.

You will drive cross-department collaboration, establish SLAs, implement best practices, measure NPS, and oversee budget, reporting, and staff development to ensure top-tier multi-channel care including self-service platforms.