Customer Experience Manager
blackpearlconsult · Posted Nov 5, 2026
- Dubai, Dubai, United Arab Emirates
Lead customer experience initiatives, drive service improvements across multiple channels and collaborate with key stakeholders to enhance service delivery and create seamless customer interactions.
Responsibilities
- Set the direction for customer care and translate business priorities into practical service improvement plans.
- Lead teams responsible for customer enquiries, service requests and complaints across relevant channels.
- Take ownership of sensitive escalations, coordinating resolutions and addressing the causes of recurring issues.
- Use customer satisfaction scores, service-level performance and complaint trends to identify where change is needed.
- Improve processes to reduce delays, strengthen service consistency and increase customer satisfaction.
Requirements
- Bachelor's degree in Business Administration, Management or a related discipline; a relevant master’s degree is an advantage.