Senior Luxury Account & Growth Leader

Concentrix Corporation; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

Concentrix Corporation in Dubai seeks a seasoned leader for its Luxury Customer Relations Centre. You will coach and develop teams, maintain SLA metrics, and drive premium service standards.

You will lead cross-functional collaboration, optimize processes, and mentor staff to achieve performance goals in a fast-paced, luxury environment. You will attend business reviews with the client and manage senior stakeholder expectations.

Qualifications

• Experience in Luxury Customer Relations Centre.
• Associate's Degree in related field with more than seven years of experience and at least two years of progressive management preferred.
• Background in customer service within premium environments (Retail/Hospitality/Luxury) preferred.
• Ability to coach and develop action plans which maximize performance and provide effective feedback.
• Able to analyze and improve work processes and establish action plans to achieve goals.
• Work well under pressure and maintain professional demeanor; strong written and verbal communication.

Responsibilities

• Analyze and maintain all Client Service Level Agreements.
• Implement improvement plans as needed.
• Maximize revenue generation to reach long and short term financial projects.
• Select, train, develop, and manage performance of direct reports and their associates.
• Manage and review operational reports and metrics.
• Create and maximize relationships with client partners.
• Provide leadership to direct reports and define corrective actions to meet performance.
• Conduct regular one-on-ones to review performance and coaching.
• Create a positive work environment through employee engagement and timely issue resolution.
• Participate in cross-functional meetings to define action plans and drive continuous improvement.
• Implement best practices and over-deliver for clients, adjusting staffing as needed.
• Attend business reviews with the client.
• Handle a team of team leaders.

Skills

Luxury Customer Relations Centre

Coaching & development

Team leadership

Excellent communication

Work under pressure

Education

Associate's Degree in related field

Job description

Concentrix Corporation in Dubai seeks a seasoned leader for its Luxury Customer Relations Centre. You will coach and develop teams, maintain SLA metrics, and drive premium service standards.

You will lead cross-functional collaboration, optimize processes, and mentor staff to achieve performance goals in a fast-paced, luxury environment. You will attend business reviews with the client and manage senior stakeholder expectations.