Sr. Manager - Customer Experience (On-Site | Dubai | Salary in AED)

HR Ways; Dubai; On-site; AED 400,000 - 700,000; Full time

Benefits offered by this job

Health insurance

Annual ticket

24 annual leaves

Annual bonus

Annual increment

Job summary

The Company in Dubai is seeking a Senior Manager – Customer Experience to lead and elevate CX across all touchpoints, from onboarding to retention. This on-site role demands strategic thinking, empathy, and operational excellence to design and implement world-class service processes that align with our brand.

You will partner with product, operations, and marketing to deliver a seamless, memorable customer journey.

Qualifications

• Proven track record of leading CX teams and 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.).

Responsibilities

• Own and evolve 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 KPIs to 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 insights into 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 culture across the organization.

Skills

CX leadership

Analytical mindset

Customer experience

VOC programs

Team management

Education

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

Tools

Zendesk

Salesforce

Freshdesk

Job description

Sr. Manager - Customer Experience (On-Site | Dubai | Salary in AED)

Job Openings Sr. Manager - Customer Experience (On-Site | Dubai | Salary in AED)

About the job Sr. Manager - Customer Experience (On-Site | Dubai | Salary in AED)

About the company we're hiring for currently:

UAE-based pioneer delivering customer-centric experiences and unparalleled opportunities through cutting-edge technology, with six innovative tech ventures across the globe.

Job Description:

Wereseeking aSenior Manager – Customer Experience (CX)who will lead and enhance the customer experience across all touchpoints with The Company. This role demands a balance of strategy, empathy, and operational excellence. Youll design and implement world-class service processes, shape the customer journey, and build a team that delivers excellence at scale.

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

Key Responsibilities

• 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 KPIs to 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 insights into 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 culture across the organization.

Requirements

• Proven track record of leading CX teams and 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.
• Bachelors/Masters degree in Business, Marketing, or related field
• Experience: 10–12 years of experience in customer experience, customer success, or service operations, preferably in retail, e-commerce, or lifestyle brands.

Other Details:

Work Mode:ONSITE - Full Time

Location:Dubai, UAE

Experience: 10-12 years

Days:Monday to Friday

Timing:9 am-6 pm

• Health insurance for employee & family
• Annual Ticket
• 24 Annual leaves on year completion
• Annual Bonus - based on company performance
• Annual increment