Senior Manager - Customer Care & Engagement

flydubai; United Arab Emirates; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Experience Leader to enhance service delivery and customer engagement. In this pivotal role, you will oversee operations across multiple channels, ensuring exceptional service and driving initiatives that foster customer loyalty and satisfaction. You will collaborate with various teams to implement effective communication strategies and lead a dedicated team focused on delivering empathetic service recovery. If you are passionate about customer experience and have a proven track record in leadership, this opportunity is perfect for you.

Qualifications

• 3-5 years in customer service leadership roles, preferably in aviation or hospitality.
• Experience managing multi-channel customer care operations.

Responsibilities

• Oversee contact center operations and enhance service quality.
• Develop engagement initiatives to boost brand trust and loyalty.

Skills

Customer Focus

Effective Communication

Teamwork

Strategic Thinking

Business Acumen

Education

Bachelor's Degree in Business

Master's Degree (preferred)

Job description

Main Objective of Role

To oversee the delivery of exceptional service across all customer care touchpoints, driving meaningful customer engagement strategies that ensure all customer interactions are consistent, empathetic, and aligned with flydubai's brand promise to build trust, loyalty, and satisfaction throughout the travel journey.

Key Responsibilities

• Oversees and continuously enhances operations of the contact center (in-house and outsourced), social media support, and post-travel complaint resolution.
• Ensures efficient and timely handling of queries, complaints, refunds, and disruptions across all communication channels.
• Defines and enforces SLA targets, quality assurance programs, and agent performance metrics.
• Leads the escalation and resolution of high-impact customer issues in collaboration with Legal, Ground Services, and Revenue teams.
• Develops and executes proactive engagement initiatives to increase brand trust and loyalty, including campaigns like 'We Hear You', post-flight surveys, and personalized follow-ups.
• Collaborates with Digital and Loyalty teams to create multi-channel engagement journeys, including email, app notifications, and SMS touchpoints.
• Establishes and leads flydubai's Voice of the Customer program, gathering insights from NPS, CSAT, complaints, and social listening to identify service gaps.
• Identifies recurring issues and drives cross-functional service recovery and process improvement initiatives.
• Presents feedback trends and customer sentiment reports to senior leadership regularly.
• Builds and manages the customer communication strategy for operational disruptions such as delays, cancellations, and service changes.
• Collaborates with Communications, Airport Operations, and Cabin Services to ensure real-time updates and empathetic service recovery.
• Leads, mentors, and develops a team of customer service managers, team leads, and frontline agents.
• Delivers regular training and engagement workshops focused on emotional intelligence, complaint handling, and customer connection.

Qualifications

• Bachelor's Degree (3+ years)
• Bachelor's degree in Business, Communications, Customer Experience, or related field. Master's preferred.
• Fluent in English; knowledge of other languages is an advantage.
• Experience in customer service or customer experience leadership roles, with at least 3-5 years in aviation, travel, or hospitality. Strong operational experience managing multi-channel customer care operations (phone, email, social, chatbot). Experience with VoC programs, service recovery frameworks, and customer engagement planning.
• 10 - 12 years of professional experience.

Core Competencies

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment
• Resilience & Flexibility (Can-do attitude)
• Decision Making
• Inspiring & Developing Others
• Strategic Thinking
• Business Acumen

ISR Requirements

Reads and complies with the ISR policies of the company, diligently reports any weaknesses or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in daily operations.