Engagement Centre Manager - Al Ain

Al Masaood; Al Ain; On-site; AED 312,000 - 469,000; Full time

Job summary

Al Masaood is seeking a seasoned Head of Customer Engagement Center to lead cross-brand customer interactions across Nissan, Infiniti, Renault, Auto Central, Leasing and CPOV. You will drive strategy, risk management and service excellence, guiding a 23-member team and partnering with IT for advanced analytics.

The role requires strong leadership, data-driven mindset and experience across digital channels and call center operations. UAE-based presence is expected.

Qualifications

• 5-7 years of relevant experience, including at least 2 years in a managerial role.
• Bachelor's or Master's in Business Administration, Psychology or related field preferred.
• Strong data analysis, reporting, problem-solving and critical-thinking skills.
• Experience in customer engagement, contact center operations or related environment.
• Proven ability to manage diverse stakeholder relationships.

Responsibilities

• Develop and implement the CEC strategy across all brands and channels.
• Lead and manage a team of 23 employees, covering performance management and development.
• Drive operational performance against CEC KPIs, including service levels and CSAT.
• Oversee customer complaints, escalations and service recovery with root-cause analysis.
• Use AI speech analytics and VOC insights to identify pain points and drive improvements.
• Develop dashboards and performance reports for Sales, Aftersales, Marketing and leadership.
• Collaborate with IT and vendors to maintain CEC systems and analytics tooling.

Skills

Leadership

Team development

Data analytics

Customer experience

Stakeholder management

Project management

AI/peech analytics

Education

Bachelor's or Master's in Business Administration or related field

Technical Diploma or equivalent experience

Tools

CRM systems

IVR

Analytics tools

AI speech analytics

Job description

Lead and manage the Customer Engagement Center (CEC) across Nissan, Infiniti, Renault, Auto Central, Leasing and CPOV, overseeing voice, non-voice and digital customer interactions. The role is responsible for delivering a consistent, high-quality customer experience through operational excellence, performance management, technology, data analytics and continuous process improvement.

Core Responsibilities:

• Develop and implement the CEC strategy across all brands and customer interaction channels, including voice, WhatsApp, live chat, social media and digital platforms.
• Lead and manage a team of 23 employees, covering performance management, workforce planning, coaching, training, engagement and talent development.
• Drive operational performance against key CEC KPIs, including service levels, response times, quality, customer satisfaction and digital response SLAs.
• Oversee customer complaints, escalations and service recovery, ensuring timely resolution and root-cause analysis.
• Use AI speech analytics, Voice of Customer (VOC) insights and performance data to identify customer pain points and drive service and process improvements.
• Manage digital engagement and community channels, ensuring timely responses, accurate information and consistent brand communication.
• Develop dashboards and performance reports, providing actionable insights to Sales, Aftersales, Marketing and senior leadership.
• Partner with IT and external vendors to maintain and enhance CEC systems, CRM, telephony, IVR, digital platforms and analytics tools.
• Continuously improve SOPs, workflows, call scripts and processes to improve efficiency and customer experience.
• Work closely with Sales, Aftersales, CX, Marketing and other stakeholders to align CEC operations with broader business objectives and customer experience strategy.
• Ensure compliance with UAE data protection requirements, internal policies and applicable regulatory standards.
• 5-7 years of relevant experience, including at least 2 years in a managerial role.
• Bachelor's or Master's degree in Business Administration, Psychology or a related field preferred. Technical Diploma or equivalent experience may also be considered.
• Strong experience in customer engagement, contact center operations, customer experience or a related environment.
• Strong understanding of modern communication channels and the digital marketing ecosystem.
• Proven customer retention and customer experience mindset.
• Experience managing and developing teams, with the ability to handle complex and culturally diverse stakeholder relationships.
• Strong data analysis, reporting, problem-solving and critical-thinking skills.
• Strong leadership, collaboration and project management capabilities.
• Professional certification is preferred.
• Knowledge or training in CX strategy, journey mapping, data analytics, crisis and conflict management, Agile/Lean methodologies and speech analytics is advantageous.