Senior Manager - Customer Experience

DUBAI PROPERTIES GROUP LLC; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

DUBAI PROPERTIES GROUP LLC seeks a senior leader to shape and execute the digital customer experience strategy across the prospect and customer lifecycle. You will drive digital transformation, work with IT and business units, and deliver self-service solutions to enhance engagement and satisfaction.

The role requires 7–8 years in digital tech with leadership experience, familiarity with CRM systems, and a strong analytics mindset.

Qualifications

• Bachelor’s degree in Business Management, Marketing, Digital Transformation, Customer Experience, Business Analytics, or related field.
• Master’s degree preferred.
• Certifications in Business Analytics, Customer Journey Mapping, or Service Design preferred.
• Minimum 7–8 years in digital technologies with at least 4 years in people leadership and digital strategy implementation.
• Proven experience delivering digital transformation initiatives in complex orgs, incl. customer self-service channels (WhatsApp, chatbots, portals).
• Experience in customer experience design or real estate is a plus.
• Knowledge of CRM systems and dashboards/data visualization tools.
• Strong analytical, problem-solving, communication and presentation skills.

Responsibilities

• Support the section head in shaping and implementing the digital channels and CX strategy.
• Develop a roadmap for transformation initiatives, including timelines, resources and budgets.
• Identify opportunities to enhance digital channels and customer service with industry best practices.
• Lead development of self-service digital solutions (apps, portals, WhatsApp, chatbots, kiosks).
• Improve CX across prospect and customer journeys from lead to post-sale services.
• Revise self-service processes for a digital-first experience.
• Ensure all digital touchpoints and templates are up to date.
• Collaborate with IT, Marketing, Sales and Customer Care for smooth delivery.
• Lead transformation projects in call center tech upgrades and process improvements.
• Incorporate customer insights into commercial strategy, driving loyalty and revenue.
• Represent CX in cross-functional meetings and report to senior management.
• Develop strategies to maximize lifetime value and business growth.
• Leverage analytics to track market and customer insights.

Skills

Digital strategy

Analytics & data interpretation

Stakeholder management

Project management

Communication & presentation

Customer journey mapping

AI & data visualization

Education

Bachelor’s degree

Master’s degree (preferred)

Certifications in analytics/journey mapping/service design (preferred)

Tools

Salesforce

Freshdesk

Yardi

Job description

Job Purpose

The role will be responsible for creating and implementing the digital customer experience strategy, leading digital transformation and ensuring seamless functioning of digital channels within the organization across the prospect and customer lifecycle.

Key Accountabilities

• Provide support to the section head in developing and implementing a strategic vision for the digital channels and customer experience that aligns with the company's overall goals and objectives.
• Develop a roadmap for digital transformation initiatives, including timelines, resources, and budgets.
• Identify opportunities to improve digital channels and customer service by staying up-to-date with industry trends and implementing best practices.
• Drive the development and enhancement of customer self-service digital solutions as the Business Lead and work along with the IT team (App portal, WhatsApp, chatbot, kiosks, token machines, etc.).
• Improve overall customer experience across the prospect and customer journeys from lead generation to sale and through to post-sale services.
• Revise the processes offered on the self-service channels in context of a digital-first experience.
• Ensure all digital touchpoints in the processes and communications and templates going out to customers and prospects are up to date.
• Collaborate with other departments such as IT, Marketing, Sales and Customer Care to ensure smooth delivery and operations of digital channels.
• Collaborate with cross-functional teams to drive process improvements for a digital-first approach.
• Lead and oversee transformation projects related to call center operations, including implementing new technology, system upgrades, and process improvements.
• Work closely with the CX team to incorporate customer insights into commercial strategy development, enhancing customer satisfaction and retention.
• Represent the Customer Experience team in cross-functional meetings and provide regular updates to senior management.
• Develop strategies to enhance the customer lifecycle and maximize lifetime value, driving both customer loyalty and revenue growth.
• Leverage advanced analytics to track market performance, customer behavior, and competitive positioning, ensuring decisions are guided by actionable insights.

Qualifications, Experiences, Skills

• Bachelor’s degree in Business Management, Marketing, Digital Transformation, Customer Experience, Business Analytics, or a related field.
• Master’s degree - preferred.
• Certifications in Business Analytics, Customer Journey Mapping, or Service Design - preferred.
• Minimum Experience: 7-8 years relevant experience in digital technologies and tools with minimum 4 years managing teams and developing and implementing digital strategies.
• Proven experience in delivering digital transformation initiatives within complex organizations, including the development and implementation of customer self-service channels such as WhatsApp, chatbots, and customer portals.
• Prior experience in customer experience design or consumer research and/or real estate industry is an added advantage.
• Knowledge of digital technologies and their applications to business processes.
• Strong project management skills.
• Knowledge of CRM systems such as Salesforce, Freshdesk, Yardi, etc.
• Proficient in MS Office tools.
• Familiarity with customer experience frameworks, process improvement methodologies, and service optimization practices.
• Knowledge of dashboards, data visualization tools, AI and related tools, etc.
• Stakeholder management.
• Strong analytical, problem-solving, communication, and presentation skills.
• Ability to interpret data and identify insights.
• Ability to work with cross-functional teams.
• Strong attention to detail and ability to multi-task.