Director - Customer Engagement & Contact Centre
Role Overview
Director role leading the contact centre and customer engagement channels for a diversified Dubai-based investment group.
The client operates across real estate, hospitality, leisure, entertainment, and other strategic sectors.
Key Skills for This Role
Full Job Posting
Role overview
Director role leading the contact centre and customer engagement channels for a diversified Dubai-based investment group.
The client operates across real estate, hospitality, leisure, entertainment, and other strategic sectors.
Responsibilities
- Develop and implement strategy for the contact centre and customer engagement channels.
- Define service standards and KPIs and create a roadmap for technology and process enhancements.
- Oversee daily contact centre and centre operations, including interaction volumes, response times, and customer satisfaction targets.
- Optimize workforce and resource allocation for efficiency.
- Champion customer-centric processes across the organization and use customer feedback and interaction data to identify improvements.
- Collaborate with the CX team to improve the end-to-end customer journey.
- Lead evaluation and selection of contact centre technologies, including modern platforms, AI, and automation.
- Lead, mentor, and develop managers and specialists and foster continuous learning, accountability, and excellence.
- Partner with senior leadership, present data-driven insights and business cases, and work across departments to resolve systemic customer issues and align goals.
Qualifications and experience
- Bachelor's degree required; a Master's degree in Business Administration, Operations Management, or a related field is highly preferred.
- 10–15 years of progressive contact centre management or customer experience experience, with a proven record of success in a senior leadership role.
- Exceptional strategic planning skills and a deep understanding of contact centre operations, technology, and industry best practices.
- Strong analytical ability to use data for decisions, performance measurement, and continuous improvement.
About the client
The client is a diversified investment group with a portfolio spanning real estate, hospitality, leisure, entertainment, and other strategic sectors.
The organization focuses on creating innovative, sustainable, and future-ready destinations and experiences.
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