مدير قسم تطوير الخدمات

Dubai Culture
United Arab Emirates
Full timeFunction: Business OperationsExperience: 7+ yearsEducation: bachelorsSkills: ["Leadership","Continuous improvement","Stakeholder management","Risk management","Data-driven decision-making"]

Lead the Services Development Section by setting and overseeing the annual operating plan and budget, ensuring alignment with the organization’s strategy. Manage service policies, KPIs, continuous improvement initiatives, and customer experience programs (surveys, mystery shopper, satisfaction metrics). Oversee CRM implementation and integrations, drive adoption of the Global Stars system, manage procedures and reports, and ensure service continuity through risk and contingency planning.

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FursaFursa
Dubai Culture
Dubai Culture
2 days ago

مدير قسم تطوير الخدمات

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead the Services Development Section by setting and overseeing the annual operating plan and budget, ensuring alignment with the organization’s strategy. Manage service policies, KPIs, continuous improvement initiatives, and customer experience programs (surveys, mystery shopper, satisfaction metrics). Oversee CRM implementation and integrations, drive adoption of the Global Stars system, manage procedures and reports, and ensure service continuity through risk and contingency planning.
Location: United Arab Emirates
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Prepare and oversee the section’s annual operating plan and budget, ensuring alignment with the organization’s strategy.
  • •Supervise the development and implementation of service-related policies, procedures, and operations, and ensure compliance.
  • •Develop and implement KPI frameworks to measure service quality and effectiveness, and propose continuous improvement plans.
  • •Lead service improvement and customer experience initiatives using surveys, mystery shopper, satisfaction measurements, and related enhancement programs.
  • •Manage CRM activation and integration with other systems, oversee adoption of the Global Stars system, and ensure procedure manuals are implemented and reviewed regularly.

Key Requirements

  • •Bachelor’s degree in Business Administration, Services Development, Quality Management, Innovation Management, Project Management, Public Administration, or an equivalent from an accredited university.
  • •7+ years of relevant practical experience.
  • •Ability to manage development and execution of service policies, procedures, and operations.
  • •Experience setting and tracking KPIs to measure service quality and effectiveness.
  • •Ability to lead continuous improvement and customer experience enhancement initiatives.
Experience:7+ yearsServices developmentService improvementCustomer experienceCRM
Education:Bachelor's in إدارة الاعمال أو تطوير الخدمات أو إدارة الجودة أو إدارة الابتكار أو إدارة المشاريع أو الإدارة العامة
Skills:LeadershipContinuous improvementStakeholder managementRisk managementData-driven decision-making
Tech Stack:CRMنظام النجوم العالمي

Company Brief

Dubai Culture
Dubai Culture & Arts Authority promotes and develops Dubai’s cultural sector through events, heritage preservation, arts programming, policy making, and support for cultural institutions to enhance the emirate’s creative ecosystem and cultural identity.
Industry: Government
Company Size: Enterprise (1,001+ employees)
Growth: Government & Public Sector
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 2008
WebsiteLinkedIn