Customer Experience Manager

Lead customer experience initiatives, drive service improvements, and collaborate with stakeholders to enhance service delivery.

Job snapshot

• Company: Black Pearl Consult
• Location: UAE

Key responsibilities

• Set service improvement plans based on business priorities
• Lead customer enquiry, service request, and complaint teams
• Handle sensitive escalations and address recurring issues
• Analyze customer satisfaction scores and service performance
• Streamline processes to reduce delays and increase satisfaction
• Collaborate with tech and ops teams to enhance digital support
• Coach employees and foster a culture of accountability
• Maintain service controls and data confidentiality

Requirements

• Bachelor's degree in Business Admin/Management
• Substantial experience in customer care/service/operations
• Proven leadership and operational improvement skills
• Experience handling complex complaints and cross-departmental collaboration
• Confidence using customer feedback and service metrics
• Experience in digital service improvements or customer care transformation
• Strong communication, stakeholder management, and people development skills

How to apply

Use the Apply button on this page to continue to the employer’s application page. Always verify an employer before sharing personal documents, and never pay to apply for a job.