Senior Customer Support Manager

Cara Jewellers FZCO; Dubai; On-site; AED 420,000 - 660,000; Full time

Job summary

Cara Jewellers FZCO in Dubai seeks a senior customer experience leader to design and govern a luxury service model across stores, channels, and after-sales touchpoints.

You will drive SLAs, lead a high-caliber team, implement Salesforce CRM adoption, analyse CSAT trends, and build enduring VIP relationships while maintaining discretion and emotional intelligence.

Qualifications

• 8+ years in customer service/CX with 3+ in senior leadership
• Background in luxury, jewellery, fashion, hospitality, or premium retail
• Proven success building or scaling support functions and service standards
• Strong CRM fluency (Salesforce preferred) and a data-driven mindset
• Exceptional discretion, emotional intelligence, and stakeholder management

Responsibilities

• Define customer support strategy, SLAs, and service standards fit for a luxury brand
• Drive omnichannel experience across stores, WhatsApp, email, social, and e-commerce
• Lead escalation and complaint management including VIP and high-value cases
• Oversee CRM adoption and data-driven reporting on CSAT resolution rates
• Manage retention and after-sales journey: repairs, servicing, warranties, and long-term client relationships
• Provide training, coaching, and quality assurance for a client-facing team (8+ years in CSX, 3+ in leadership)

Skills

Customer service leadership

CRM (Salesforce)

Data-driven mindset

Stakeholder management

Training & coaching

Discretion & emotional intelligence

Multichannel support

Fluent English

Arabic (plus)

Tools

Salesforce

Job description

• Customer support strategy SLAs and service standards fit for a luxury brand
• Omnichannel experience across stores WhatsApp email social and e-commerce
• Escalation complaint management including VIP and high-value cases
• CRM adoption Salesforce and data-driven reporting on CSAT resolution rates
• retention After-sales journey repairs servicing warranties and long-term client relationships
• Training coaching and quality assurance for a client-facing team 8+ years in customer service/CX, with 3+ in a senior leadership role
• Background in luxury, jewellery, fashion, hospitality, or premium retail
• Proven success building or scaling support functions and service standards
• Strong CRM fluency (Salesforce preferred) and a data-driven mindset
• Exceptional discretion, emotional intelligence, and stakeholder management
• Fluent English; Arabic is a plus