Luxury Client Success & Operations Manager

CNX; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

CNX in Dubai is seeking an Account Manager to lead a team of Team Leaders and Brand Ambassadors, ensuring service excellence and adherence to client SLAs. The role focuses on driving revenue, performance coaching, and cross-functional collaboration with departments like Training, HR, and Quality.

The ideal candidate has extensive experience in premium customer service, strong leadership, and the ability to manage complex client relationships in a fast-paced luxury environment.

Qualifications

• Associate’s Degree in related field with 7+ years experience and 2+ in progressive management preferred.
• Experience in luxury customer relations centre and premium environments.
• Proven ability to coach, develop action plans and drive performance.
• Excellent communication skills and ability to lead under pressure.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Maximize revenue generation; forecast and budgeting duties.
• Coach, train, and manage performance of direct reports and their teams.
• Review operational reports and partner to define action plans for continuous improvement.
• Lead cross-functional meetings to align Training, HR, Quality, WFM, TA on issues and actions.
• Attend business reviews with the client and manage a team of team leaders.

Skills

Luxury customer relations

Premium customer service

Coaching & development

Process improvement

Strong communication

Sales team leadership

Education

Associate degree

Job description

CNX in Dubai is seeking an Account Manager to lead a team of Team Leaders and Brand Ambassadors, ensuring service excellence and adherence to client SLAs. The role focuses on driving revenue, performance coaching, and cross-functional collaboration with departments like Training, HR, and Quality.

The ideal candidate has extensive experience in premium customer service, strong leadership, and the ability to manage complex client relationships in a fast-paced luxury environment.