Senior Manager, Customer Experience (Dubai)

Idealz Holding; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A retail innovation company in Dubai is seeking a Senior Manager – Customer Experience to lead and elevate customer interactions. This role involves designing service processes, optimizing the customer journey, and championing a customer-first culture. The ideal candidate has 10-12 years of experience in customer experience or service operations, along with strong leadership and analytical skills. Join a fast-paced environment focused on redefining retail through outstanding customer experiences.

Benefits

Competitive package with performance incentive

Qualifications

• 10–12 years of experience in customer experience, customer success, or service operations.
• Proven track record of leading CX teams and driving measurable improvements in satisfaction.
• Deep understanding of CX tools and service technologies.

Responsibilities

• Own and evolve the end-to-end customer experience strategy.
• Lead and manage customer service operations to ensure high satisfaction.
• Develop CX frameworks and KPIs to measure performance.
• Design and refine customer journeys to optimize touchpoints.
• Implement VOC programs and feedback loops.

Skills

Customer experience

Customer success

Service operations

Analytical mindset

Communication skills

Leadership skills

Problem-solving skills

Emotional intelligence

Education

Bachelor’s/Master’s degree in Business, Marketing, or related field

Tools

Zendesk

Salesforce

Freshdesk

Job description

A retail innovation company in Dubai is seeking a Senior Manager – Customer Experience to lead and elevate customer interactions. This role involves designing service processes, optimizing the customer journey, and championing a customer-first culture. The ideal candidate has 10-12 years of experience in customer experience or service operations, along with strong leadership and analytical skills. Join a fast-paced environment focused on redefining retail through outstanding customer experiences.