Senior Manager - Customer Experience

Dubai Holding
United Arab Emirates
Full timeFunction: Customer Success & Account ManagementExperience: 7-8 yearsEducation: bachelorsSkills: ["Customer journey mapping","Process redesign","Stakeholder management","Business case development","Analytical skills","Communication","Presentation","Leadership","Cross-functional collaboration","Innovation","Continuous improvement"]

Lead the development and execution of digital customer experience initiatives across the entire customer lifecycle, enhancing engagement and satisfaction. Drive delivery and continuous improvement of customer-facing digital solutions including mobile apps, portals, chatbots, self-service platforms, kiosks, and AI-enabled technologies. Optimize customer journeys, act as business lead for digital products, partner with IT/Marketing/Sales/Customer Care, and develop business cases and KPIs to maximize value from digital investments.

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FursaFursa
Dubai Holding
Dubai Holding
1 day ago

Senior Manager - Customer Experience

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Last checked: 11 hours agoStatus: Live

Job Summary

Lead the development and execution of digital customer experience initiatives across the entire customer lifecycle, enhancing engagement and satisfaction. Drive delivery and continuous improvement of customer-facing digital solutions including mobile apps, portals, chatbots, self-service platforms, kiosks, and AI-enabled technologies. Optimize customer journeys, act as business lead for digital products, partner with IT/Marketing/Sales/Customer Care, and develop business cases and KPIs to maximize value from digital investments.
Location: United Arab Emirates
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Lead and execute digital customer experience initiatives across the customer lifecycle to enhance engagement.
  • •Drive delivery and continuous improvement of customer-facing digital solutions including mobile apps, portals, chatbots, self-service platforms, kiosks, and AI-enabled technologies.
  • •Review and optimize customer journeys by identifying pain points and streamlining processes to deliver seamless digital experiences.
  • •Act as business lead for digital products, translating customer and business needs into impactful digital solutions.
  • •Lead and develop a team while partnering with IT, Marketing, Sales, and Customer Care to deliver transformation initiatives and improve satisfaction and efficiency.

Key Requirements

  • •Minimum 7-8 years relevant experience in digital technologies and tools, with at least 4 years managing teams and implementing digital strategies.
  • •Bachelor’s degree in Business Management, Marketing, Customer Experience, Digital Transformation, Business Analytics, or related discipline.
  • •Certifications in Business Analytics, Customer Journey Mapping, or Service Design are highly desirable.
  • •Proven experience managing customer-facing digital platforms such as mobile apps, portals, chatbots, WhatsApp solutions, or self-service products.
  • •Previous people management experience is required, with strong analytical, communication, and presentation skills (PowerPoint).
Experience:7-8 yearsDigital technologiesReal estateCustomer experienceAIAutomation
Education:Bachelor's in Business Management, Marketing, Customer Experience, Digital Transformation, Business Analytics (or related discipline)
Skills:Customer journey mappingProcess redesignStakeholder managementBusiness case developmentAnalytical skillsCommunicationPresentationLeadershipCross-functional collaborationInnovationContinuous improvement
Certifications:Business AnalyticsCustomer Journey MappingService Design
Tech Stack:Mobile applicationsCustomer portalsChatbotsWhatsApp solutionsSelf-service platformsKiosksAI-enabled technologiesPowerPoint

Company Brief

Dubai Holding
Dubai Holding is a diversified global investment holding company that invests across real estate, hospitality, media, ICT, retail, and other sectors to support Dubai’s economic growth and strategic development.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Government & Public Sector
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 2004
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