Head of Customer Experience & Contact Centre

Pink Camel; Dubai; On-site; AED 480,000 - 800,000; Full time

Benefits offered by this job

Salary depending on experience

Job summary

Pink Camel in the UAE seeks a senior leader to shape customer experience across UAE and KSA and own the end-to-end contact centre strategy. You will drive omnichannel communications and ensure CRM effectiveness, data accuracy and lead management.

You will drive enquiry-to-booking conversions, retention and customer lifetime value, while leading the Contact Centre Manager to deliver daily operations and service quality. UAE/KSA experience is highly valued.

Qualifications

• 8–10 years in customer experience, contact centre or CRM leadership.
• At least 4–5 years in a senior management role leading contact centre operations.
• Experience managing multi-location or multi-market customer operations.
• Strong experience implementing and optimising CRM systems.
• Understanding of contact centre KPIs including SLA, AHT, FCR, CSAT and QA.

Responsibilities

• Define and implement customer experience strategy across UAE and KSA.
• Own omnichannel communication strategy across calls, WhatsApp, email, live chat and social media.
• Take overall ownership of CRM effectiveness, lead management and data accuracy.
• Drive enquiry-to-booking conversion, retention and customer lifetime value.
• Lead and hold the Contact Centre Manager accountable for daily operations and service quality.
• Establish KPIs and dashboards covering SLA, AHT, FCR, CSAT, QA and productivity.
• Present performance insights and recommendations to the CEO.

Skills

Customer experience leadership

CRM leadership

Operations management

KPI & performance analysis

Mult-location operations

Education

Bachelor's degree in Business/Marketing/Communications or related field

MBA preferred

Tools

CRM systems

Job description

Responsibilities

• Define and implement customer experience strategy across UAE and KSA
• Own omnichannel communication strategy across calls, WhatsApp, email, live chat and social media
• Take overall ownership of CRM effectiveness, lead management and data accuracy
• Drive enquiry-to-booking conversion, retention and customer lifetime value
• Lead and hold the Contact Centre Manager accountable for daily operations and service quality
• Establish KPIs and dashboards covering SLA, AHT, FCR, CSAT, QA and productivity
• Present performance insights and recommendations to the CEO

Requirements

• 8-10 years in customer experience, contact centre or CRM leadership
• At least 4-5 years in a senior management role leading contact centre operations
• Experience managing multi-location or multi-market customer operations
• Strong experience implementing and optimising CRM systems
• Understanding of contact centre KPIs including SLA, AHT, FCR, CSAT and QA

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Communications or related field; Master's or MBA an advantage
• Professional certifications in Customer Experience, CRM or Contact Centre Management
• UAE and KSA experience highly desirable
• Healthcare, beauty, aesthetics, wellness, retail or service industry experience

Benefits

• Salary depending on experience

About the Company

• Fast-growing health and wellness group operating across the UAE and KSA