Luxury CX Operations Leader

Concentrix; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading customer experience management firm in the UAE is seeking an Operations Manager for the Customer Relations Centre. The role involves overseeing multi-brand contact center operations, ensuring luxury service delivery, and managing diverse teams. Candidates should possess over 10 years of call center experience, strong change management skills, and familiarity with CRM platforms. The ideal leader will maintain operational excellence while enhancing the client experience with a focus on empathy, quality, and continuous improvement.

Qualifications

• 10+ years of call center / CX operations experience, with at least 3+ years in leadership.
• Proven experience in luxury or other premium services preferred.
• Fluent in English; other languages are an asset.

Responsibilities

• Manage daily operations across all channels including phone, email, and chat.
• Ensure workforce planning and scheduling for service excellence.
• Lead transitions for new maisons or services into the call center ecosystem.

Skills

Operational leadership

Client-first mindset

Change management

Multicultural team management

Empathy

Education

Bachelor’s degree in Business, Operations, or related field

Master’s degree (preferred)

Tools

CRM platforms (Genesys, Salesforce, Zendesk)

Job description

A leading customer experience management firm in the UAE is seeking an Operations Manager for the Customer Relations Centre. The role involves overseeing multi-brand contact center operations, ensuring luxury service delivery, and managing diverse teams. Candidates should possess over 10 years of call center experience, strong change management skills, and familiarity with CRM platforms. The ideal leader will maintain operational excellence while enhancing the client experience with a focus on empathy, quality, and continuous improvement.