GCC Omnichannel Customer Experience Lead

YOUGotaGift.com; Dubai; On-site; AED 180,000 - 320,000; Full time

Job summary

YOUGotaGift.com in Dubai seeks a high‑performing Customer Service Manager to lead its GCC customer service function, delivering exceptional experiences across all support channels. You will develop and execute customer service strategies, lead a high‑performing team, monitor KPIs (CSAT, FRT, SLA) and collaborate with Sales, Marketing, Product, Finance and Operations.

This role requires 4–7 years of experience, strong leadership, analytics, and a passion for continuous improvement to enhance

Qualifications

• 4–7 years of relevant work experience with a focus on customer experience.
• Strategic thinking to identify service improvements.
• Strong collaboration with cross-functional teams.
• Results-driven approach to achieving operational targets.
• Excellent verbal, written, and interpersonal communication skills.

Responsibilities

• Support the Customer Service team in resolving escalated customer issues and complaints promptly.
• Monitor service quality with QA checks across channels and report on KPIs (CSAT, FRT, SLA).
• Oversee customer support across live chat, email, phone, WhatsApp, social media and other channels.
• Identify and implement process improvements to enhance customer experience and productivity.
• Manage workforce planning, shift scheduling, and resource allocation.
• Collaborate with Sales, Marketing, Product, Finance, Operations, and Technology to ensure prompt order processing and issue resolution.
• Measure, analyze, and report customer service performance to senior stakeholders.
• Recruit, train, coach, and mentor the Customer Service team.

Skills

Customer service leadership

Strategic thinking

Cross-functional collaboration

Performance management

Analytical skills

Communication skills

Problem solving

Job description

YOUGotaGift.com in Dubai seeks a high‑performing Customer Service Manager to lead its GCC customer service function, delivering exceptional experiences across all support channels. You will develop and execute customer service strategies, lead a high‑performing team, monitor KPIs (CSAT, FRT, SLA) and collaborate with Sales, Marketing, Product, Finance and Operations.

This role requires 4–7 years of experience, strong leadership, analytics, and a passion for continuous improvement to enhance