Sr. Manager Customer Experience

Idealz Holding; Dubai; On-site; AED 250,000 - 350,000; Full time

Job summary

A retail innovation company in Dubai is seeking a Senior Manager – Customer Experience to lead the customer interaction strategy and operations. This role balances strategy and empathy, requiring 10–12 years in customer experience management. The ideal candidate will develop CX frameworks and drive customer satisfaction improvements in a fast-paced environment.

Benefits

Competitive package with performance incentive

Qualifications

• 10–12 years of experience in customer experience or service operations, preferably in retail or e-commerce.
• Proven track record of leading CX teams and driving improvements in customer satisfaction.
• Strong analytical mindset translating data into actionable strategies.

Responsibilities

• Own and evolve the end-to-end customer experience strategy.
• Lead customer service operations ensuring responsiveness and satisfaction.
• Design and refine customer journeys and identify friction points.

Skills

Customer experience management

Leadership

Analytical skills

Understanding of CX tools

Communication

Education

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

Tools

Zendesk

Salesforce

Freshdesk

Job description

Overview

At a Glance:

👨💻Position: Senior Manager – Customer Experience

👫Team: Customer Experience & Operations

📍Location: Dubai, United Arab Emirates

📄Contract: Full-time

🏢Type: On-site

💷Benefits: Competitive package with performance incentive

About Us 🥇

At Idealz Holding, we’re redefining retail with our unique “Shop & Win” model — transforming everyday shopping into extraordinary experiences 🎉. With a footprint across 4 continents and over $100M in prizes awarded, Idealz stands at the intersection of commerce, innovation, and customer delight🚀.

Customer experience is at the heart of everything we do. Every purchase, every draw, every win — it all begins and ends with how we make our customers feel.

Role Description

We’re looking for a Senior Manager – Customer Experience who will lead and elevate how customers interact with Idealz across every touchpoint. This role demands a balance of strategy, empathy, and operational excellence. You’ll design and implement world-class service processes, shape the customer journey, and build a team that delivers excellence at scale.

You’ll collaborate closely with product, operations, and marketing teams to ensure our customers enjoy a seamless, memorable experience that matches the excitement of our brand 🎯.

What You’ll Be Doing

• Own and evolve the end-to-end customer experience strategy, from onboarding to retention.
• Lead and manage customer service operations, ensuring top-tier responsiveness and satisfaction.
• Develop CX frameworks and KPIsto measure and continuously improve performance.
• Design and refine customer journeys, identifying friction points and optimizing touchpoints.
• Partner with technology and product teams to integrate CX insightsinto platform improvements.
• Implement VOC (Voice of Customer)programs and feedback loops to inform decisions.
• Train, mentor, and inspire customer-facing teams to deliver empathetic, consistent service.
• Handle escalations and critical cases with professionalism and tact.
• Collaborate with Marketing & Communications to ensure customer feedback is reflected in brand messaging.
• Champion a customer-first cultureacross the organization.

Skills & Qualifications

• 10–12 years of experience in customer experience, customer success, or service operations, preferably in retail, e-commerce, or lifestyle brands.
• Proven track record of leading CX teamsand driving measurable improvements in satisfaction and loyalty.
• Strong analytical mindset — able to translate data and feedback into actionable strategies.
• Deep understanding of CX tools, CRMs, and service technologies(Zendesk, Salesforce, Freshdesk, etc.).
• Excellent communication, leadership, and problem-solving skills.
• Passion for delivering exceptional, emotionally resonant customer experiences.
• Bachelor’s/Master’s degree in Business, Marketing, or related field.

The Process

• Initial screening with Global Head of HR
• Case study / customer journey assignment
• Interview with General Manager
• Final interview with CEO

⏱️ Process typically concludes within 3–4 weeks

Why Join Idealz

At Idealz Holding, you’ll join a fast-paced, globally recognized brandwhere innovation meets customer obsession. This role offers the opportunity to shape the customer experience backboneof a company reinventing retail 🌍. You’ll have the autonomy to build, lead, and transform — making every customer interaction a winning one 🏆.