Head of CX & Multichannel Contact Centre (UAE/KSA)

Pink Camel

Dubai

In loco

AED 480.000 - 800.000

Tempo pieno

4 giorni fa

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Vantaggi offerti da questo lavoro

Salary depending on experience

Descrizione del lavoro

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.

Competenze

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.

Mansioni

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.