Senior Manager, Digital CX & Experience Transformation

WhiteCrow Research; Dubai; On-site; AED 350,000 - 650,000; Full time

Job summary

WhiteCrow Research is seeking a Senior Manager of Customer Experience to lead digital channel strategy and transformation initiatives in a fast‑growing retail environment across the Middle East. You will shape the customer journey from lead generation through sale and post‑sale service, partnering with IT, marketing, sales, and care teams.

The role requires a strong CX background, experience in digital self‑service channels such as WhatsApp and chatbots, and a strategic mindset to translate

Qualifications

• 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.
• 7–8 years of relevant experience in digital technologies and tools, with at least 4 years managing teams and developing digital strategies.
• Proven experience delivering digital transformation initiatives in complex organizations, including customer self‑service channels such as WhatsApp, chatbots, and portals.
• Prior experience in customer experience design or consumer research; real estate industry experience is a plus.

Responsibilities

• Provide support to section head in developing and implementing a strategic vision for digital channels aligned with company goals.
• Develop a roadmap for digital transformation initiatives with timelines, resources, and budgets.
• Identify opportunities to improve digital channels and customer service using industry trends and best practices.
• Lead the development of customer self‑service digital solutions (App/portal, WhatsApp/ chatbot, kiosks, etc.).
• Improve overall customer experience across journeys from lead to post‑sale services.
• Revise processes on self‑service channels for a digital‑first experience.
• Provide the business with customer feedback and insights to enhance engagement.
• Ensure all digital touchpoints and templates are up to date.

Skills

Digital transformation

Customer experience management

Analytics

Project leadership

Cross-functional collaboration

Education

Bachelor's in Business/Marketing/Digital Transformation/Customer Experience/Business Analytics

Tools

WhatsApp

Chatbots

Customer portals

Job description

WhiteCrow Research is seeking a Senior Manager of Customer Experience to lead digital channel strategy and transformation initiatives in a fast‑growing retail environment across the Middle East. You will shape the customer journey from lead generation through sale and post‑sale service, partnering with IT, marketing, sales, and care teams.

The role requires a strong CX background, experience in digital self‑service channels such as WhatsApp and chatbots, and a strategic mindset to translate