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Customer Experience Manager

Druids
Dubai, UAE
Fulltime, Contract
Director
Onsite
Discovered 3 days ago
Customer experience strategyCustomer service operationsCustomer satisfaction and customer journey analysisTeam leadership and coachingService quality assuranceTrustpilot and online review management

Full Job Posting

About Druids

Druids is an international sportswear and ecommerce brand serving golf, padel, fishing, snow sports and active lifestyle categories.

The company aims to provide fun, affordable, good-quality products to an international customer base.

The Role

The role owns customer service, customer satisfaction, reviews, Trustpilot performance, complaints and service-related brand reputation.

The leader manages a distributed team that includes customer service agents and supervisors, with operational support at the warehouse.

The role addresses underlying causes of customer enquiries and works across the business to prevent recurring problems.

The role leads responsible AI and automation adoption while retaining human support for complex or sensitive cases.

The description calls this a senior leadership role and emphasizes operational discipline, customer empathy and commercial judgment.

Customer Experience and Service Operations

  • Develop international customer experience strategy, service standards and improvement priorities.
  • Map the customer journey and identify points that may cause frustration, complaints or loss of trust.
  • Manage service across email, chat, social messaging, phone and other relevant channels.
  • Create processes for order, delivery, return, refund, payment and product enquiries; monitor queues, backlogs, response times and resolutions.
  • Prepare for peak trading and campaigns; establish escalations and assign owners and deadlines to unresolved cases.

Team Leadership and Quality

  • Lead supervisors, agents and warehouse-based support staff; set performance expectations and conduct operational reviews.
  • Coach managers and supervisors, develop training plans, recognize high performers and address underperformance fairly.
  • Forecast staffing needs and maintain communication between Dubai and warehouse teams.
  • Create a quality assurance program, review interactions, assess accuracy and empathy, and provide targeted coaching.
  • Maintain response guidelines, prevent premature case closure, monitor repeat contacts and report recurring quality issues.

Reviews and Reputation

  • Own the strategy for Trustpilot and other important review platforms; monitor review volume, ratings, sentiment and recurring themes.

Requirements

  • Bring the operational discipline, customer empathy and commercial judgment needed for a senior customer experience leadership role.
  • Be confident holding other departments accountable when their decisions create a poor customer experience.
  • The role involves leading a distributed team of customer service agents, supervisors and warehouse-based support staff.

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