Senior Luxury Client Services & Operations Manager

Concentrix Experts Colombia S.A.S.; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. seeks an Account Manager to coach and supervise a group of Team Leaders, ensuring SLA adherence and financial targets. The role drives performance, delivers service excellence, and maintains CRC standards across all touchpoints at the Dubai site.

The candidate should have a strong track record in luxury customer relations, 7+ years in progressive management, and excellent communication with a focus on coaching and mentoring teams to achieve client outcomes.

Qualifications

• 7+ years of progressive management experience (with at least 2 years in leadership)
• Background in customer service within premium environments (Retail, Hospitality, Luxury preferred)
• Excellent communication skills, both written and verbal
• Ability to coach and develop action plans to maximize performance
• Strong leadership and ability to drive cross-functional collaboration

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 training and manage performance of direct reports and their teams
• Manage and review operational reports and client metrics
• Create and maximize relationships with client partners
• Provide leadership to ensure policy adherence and corrective actions
• Conduct regular one-on-ones to review performance and provide coaching
• Foster a positive work environment and address employee relations issues
• Participate in cross-functional meetings to define action plans
• Implement best practices and ensure continuous improvement
• Attend business reviews with the client
• Handle a team of team leaders

Skills

Leadership

Coaching

Team management

Client relations

Communication

Performance management

Problem-solving

Mentoring

Flexibility

Sales leadership

Education

Associate's Degree

Job description

Concentrix Experts Colombia S.A.S. seeks an Account Manager to coach and supervise a group of Team Leaders, ensuring SLA adherence and financial targets. The role drives performance, delivers service excellence, and maintains CRC standards across all touchpoints at the Dubai site.

The candidate should have a strong track record in luxury customer relations, 7+ years in progressive management, and excellent communication with a focus on coaching and mentoring teams to achieve client outcomes.