Senior Manager - Customer Experience

HR Ways; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading customer experience consultancy is seeking a Senior Manager – Customer Experience to enhance CX across various touchpoints. The successful candidate will develop customer experience strategies, lead operations, and ensure a customer-first culture. The role requires 10-12 years of relevant experience, strong analytical and leadership skills, along with proficiency in customer experience tools. This full-time position is based in Dubai and offers comprehensive benefits including health insurance and annual bonuses.

Benefits

Health insurance for employee & family

Annual Ticket

24 Annual leaves on year completion

Annual Bonus - based on company performance

Annual increment

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.

Responsibilities

• Own and evolve the end-to-end customer experience strategy.
• Lead and manage customer service operations, ensuring top-tier responsiveness.
• Develop CX frameworks and KPIs to measure performance.

Skills

Customer experience leadership

Analytical skills

Communication skills

Problem-solving skills

CX tools proficiency

Education

Bachelors/Masters degree in Business, Marketing, or related field

Tools

Zendesk

Salesforce

Freshdesk

Job description

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:

We are seeking a Senior 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. 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.

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

Benefits:

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