Customer Experience Director

3 days ago


Dubai, Dubai, United Arab Emirates Al Futtaim Private Company (LLC) Full time

As a Customer Experience Director at Al Futtaim Private Company (LLC), you will play a pivotal role in ensuring a seamless customer journey. Your primary responsibility will be to oversee the entire customer support process, from initial contact to resolution.

This includes:

  • Providing exceptional support through various channels, including phone, email, and social media.
  • Gathering insights to improve the customer experience and identify areas for growth.
  • Implementing continuous improvements based on customer feedback and data analysis.

In this leadership role, you will be responsible for:

  • Performance Management: Supporting a customer-focused culture, improving ways of working, and driving business growth.
  • Cost Control: Managing budgets, controlling costs, and identifying opportunities for cost reduction.
  • People Development: Ensuring succession plans are in place, training and developing team members, and promoting a healthy work environment.
  • Business Planning: Contributing to the creation of the country business plan, setting goals, and tracking progress.

To succeed in this role, you will need:

  • Problem-solving skills to address complex customer issues.
  • Strategic thinking to develop and implement effective solutions.
  • Leadership skills to motivate and inspire your team.
  • Strong communication skills to effectively interact with customers and colleagues.

A university degree and/or equivalent within retail or hospitality is required, along with 3-5 years of experience in managing call centers.



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