Customer Experience Manager

We are looking for a Customer Experience Manager for a Transport Provider company based in
Dubai.
Location – Dubai, UAE
Salary – Depending on Experience

Working Days/Hours – 5 days per week, 3pm-7am (night shifts)

Key Skills & Experience:
• Previous experience leading or supervising a customer service, reservations, contact
centre, or customer experience team
• Experience within transportation, travel, hospitality, concierge, events, or luxury service
environments
• Experience supporting executive-level clients or VIP customers
• Strong people leadership and coaching skills
• Experience managing customer escalations and complex service issues.
• Excellent communication and interpersonal skills
• Highly organised with strong attention to detail
• Ability to work effectively in a fast-paced, service-driven environment
• Strong problem-solving and decision-making skills
• Experience working with CRM, reservations, or customer management systems.
• Proficiency in Microsoft Office applications

Key Responsibilities:
Team Leadership & Development
• Lead, coach, and develop a team of Customer Experience specialists
• Create a high-performance culture focused on customer satisfaction, accountability, and
continuous improvement
• Conduct regular one-to-one meetings, performance reviews, and coaching sessions
• Identify training and development needs to enhance team capability
• Promote employee engagement and contribute to a positive team environment

Customer Experience & Service Delivery
• Ensure delivery of an exceptional customer experience across all customer touchpoints
• Act as the escalation point for complex customer issues and service concerns
• Monitor customer interactions to ensure quality, consistency, and professionalism
• Ensure all enquiries are resolved efficiently and within agreed service levels
• Drive customer-focused initiatives that enhance satisfaction and loyalty
• Maintain a thorough understanding of client requirements and expectations

Reservations Management
• Oversee the accurate processing and management of reservations and service requests
• Ensure all bookings are completed accurately and within agreed timelines
• Support the team in managing changes, cancellations, and urgent requests
• Monitor booking quality and ensure compliance with operational procedures
• Ensure all customer and booking information is accurately maintained within internal
systems

Service Coordination
• Work closely with Operations teams to ensure seamless execution of customer journeys
• Proactively identify and address service delivery risks
• Coordinate responses to operational issues and service disruptions
• Ensure effective communication between customer-facing and operational teams
• Support successful delivery of high-profile events, roadshows, and executive travel
programmes

Digital & Online Customer Support
• Oversee management of customer interactions through telephone, email, live chat,
• and digital platforms
• Ensure online enquiries are responded to promptly and professionally
• Monitor service levels across all communication channels
• Identify opportunities to improve online engagement and customer communication

Performance Management & Reporting
• Monitor team performance against agreed KPIs and service standards
• Analyse customer feedback, trends, and operational performance data
• Prepare regular performance reports for management
• Ensure workload and resource allocation align with operational demands

Continuous Improvement
• Identify process inefficiencies and opportunities to improve customer experience
• Drive continuous improvement initiatives across the customer service function
• Support implementation of new systems, technologies, and working practices
• Share best practice and encourage innovation within the team

Expected Outputs:
• Consistent delivery of exceptional customer experience across all customer interactions
• Accurate and timely management of reservations, enquiries, and service requests
• High-performing and engaged customer experience team
• Strong customer satisfaction and service quality outcomes
• Effective management of service escalations and operational challenges
• Accurate reporting of performance, trends, and improvement opportunities
• Seamless collaboration with operational and commercial teams
• Continuous improvement initiatives that enhance efficiency and customer experience
• Maintenance of premium service standards aligned with company’s brand and reputation

Success Criteria:
• Achievement of customer satisfaction and service level targets
• High levels of reservation accuracy and operational compliance
• Positive feedback from customers, clients, and internal stakeholders
• Strong team engagement, capability, and performance
• Reduction in service issues, complaints, and booking errors
• Effective handling and resolution of escalated customer matters
• Successful implementation of process improvements and efficiencies
• Consistent delivery of company’s premium customer experience standards

About the Role:
This role combines people management, service delivery management, operational oversight, and
customer experience excellence. You will ensure customer enquiries, reservations, and service
requests are handled efficiently and professionally while driving continuous improvement across
customer interactions and internal processes.
Operating within a fast-paced, international environment, you will work closely with Operations,
Account Management, Supplier Relations, and other internal teams to ensure every customer
journey reflects company’s premium service standards.
The successful candidate will be a proactive individual who is passionate about customer service,
capable of motivating teams, solving complex issues, and delivering consistently high service
levels.