Head of Customer Experience & Loyalty

EV Bulletin; Abu Dhabi; On-site; AED 268,000 - 402,000; Full time

Job summary

EV Bulletin is seeking a senior Customer Experience leader to oversee the end-to-end customer journey across all touchpoints in the UAE. You will develop strategies, improve service quality, manage feedback and supervise CX teams to deliver consistent, high-value experiences.

The role requires strong leadership, analytical thinking, and collaboration with sales, marketing, and operations to drive loyalty, satisfaction, and long-term relationships with customers.

Qualifications

• Diploma or Bachelor's degree in relevant field preferred.
• Experience in customer service or supervisory role is an advantage.
• Strong communication, leadership and problem-solving skills.
• Ability to analyze customer feedback and performance data.
• CRM and reporting proficiency is preferred.

Responsibilities

• Oversee and manage the overall customer experience across touchpoints.
• Develop and implement CX strategies, service standards and improvement plans.
• Monitor customer satisfaction, loyalty and service performance.
• Supervise and coach CX teams to ensure high-quality service delivery.
• Establish and maintain SOPs for customer interactions and service recovery.
• Monitor feedback, reviews, surveys, and complaints to identify improvements.
• Handle escalated complaints and complex service issues professionally.
• Analyze customer behavior to improve products and services.
• Develop initiatives to enhance engagement, retention and loyalty.
• Coordinate with sales, marketing, and operations for a seamless journey.
• Monitor service KPIs and prepare performance reports.
• Identify gaps and propose practical improvement solutions.
• Organize customer service training and coaching programs.
• Ensure inquiries are handled accurately and within timelines.
• Develop and implement customer feedback systems.

Skills

Leadership

Communication

Analytical thinking

Problem-solving

CRM systems

Data analysis

Training / coaching

Cross-functional collaboration

Time management

Customer journey mapping

Education

Bachelor's degree in Business Administration

Bachelor's degree in Customer Experience Management

Tools

CRM systems

Microsoft Office

Google Workspace

Service management tools

Job description

EV Bulletin is seeking a senior Customer Experience leader to oversee the end-to-end customer journey across all touchpoints in the UAE. You will develop strategies, improve service quality, manage feedback and supervise CX teams to deliver consistent, high-value experiences.

The role requires strong leadership, analytical thinking, and collaboration with sales, marketing, and operations to drive loyalty, satisfaction, and long-term relationships with customers.