Head of Concierge Operations

Overview

Leadership and Team Management

• Oversee overall team performance and ensure adherence to KPIs.
• Provide coaching, feedback, and professional development opportunities consistently.
• Lead by example with emotional intelligence, empathy, balance, and strong decision-making skills.
• Execute plans to continuously improve Concierge operations, focusing on enhancing people, processes, technology, and data capabilities.
• Ensure alignment of operations with the strategic objectives of destination partners, internal and external clients
• Conduct monthly skip level one-on-one meetings to address successes, development areas, and goals with the whole team.
• Handle escalated complaints and ensure timely resolution.
• Be responsible for the operational success of the department, addressing risks and obstacles as needed.
• Paying attention to details when it comes to clients & understand urgency of project delivery.

Customer Experience Management

• Drive performance across key customer experience KPIs, with a primary focus on achieving high Customer Satisfaction Scores (CSAT).
• Oversee the design and delivery of seamless day-to-day operations that meet or exceed customer expectations across all engagement channels.
• Lead a proactive complaint management process, including a robust close-the-loop mechanism, to ensure continuous improvement in resolving customer concerns and reducing complaint drivers year-on-year.
• Ensure exceptional customer experience measures by a CSAT and quality audits across multiple channels including but not limited to calls, chats, emails, and social media platform.
• Ensure timely, accurate, and empathetic responses to customer queries and comments on social channels

Revenue Generation

• Deliver revenue targets through ticket sales, VIP packages, and additional experience products offered by internal and external clients.
• Collaborate with marketing and sales teams to develop and launch customer service initiatives that maximize revenue potential.
• Reporting and Analytics
• Generate and present detailed operational reports at an executive level standard.
• Utilize data to drive decision-making and strategic planning.
• Monitor service levels, customer satisfaction, and feedback to identify areas for improvement.
• Ensure clients receive their reports on time, with the correct information.
• Ensure monthly reports are ready, error free & thoroughly checked before meeting with clients.
• Ensure client KPI’s are met & forecast in advance accordingly to avoid risks of missing any at the end of the month.
• Prepare and present monthly performance reports to clients.
• Monitor and analyze team KPIs weekly, including customer satisfaction (CSAT) and adherence rates.
• Address performance gaps and implement improvement initiatives across the department.

Stakeholder Management

• Act as the primary liaison for internal stakeholders and other entities within the Miral Group structure.
• Build and maintain strong relationships with destination and other stakeholders.
• Act as the main point of contact for clients reporting & escalations (
• Coordinate with vendors and ensure service standards are met. (Sprinklr, Genesys)

Employee Experience

• Lead a team of junior managers, fostering a culture of coaching and development to ensure future leaders are equipped with the right skills to drive high performing teams while safeguarding employee satisfaction.
• Ensure employee satisfaction and engagement by fostering a supportive and inclusive work environment.
• Lead initiatives to improve training, development, and career progression opportunities for team members.
• Prioritize employee experience as a core focus alongside customer satisfaction.

Community & Social Media Management

• Oversee the community management team responsible for social media engagement and public interactions across Yas Concierge-managed platforms.
• Ensure timely, accurate, and empathetic responses to customer queries and comments on social channels

Operational Excellence

• Develop and implement scalable processes to manage growth and maintain service excellence.
• Leverage technology and data insights to optimize service delivery, monitor operational performance, and drive continuous improvement.
• Ensure compliance with all service-level agreements (SLAs) and regulatory requirements.

Innovation & Continuous Improvement

• Champion the use of emerging technologies, including AI and automation, to enhance customer and employee experiences.
• dentify and implement best practices to improve efficiency, reduce costs, and enhance service quality.

Education and Qualifications

• Bachelor’s degree and COPC CX Standard Certification or similar.
• Proven track record of driving customer satisfaction, operational efficiency, and revenue growth in a high-performance environment.

Essential

• 5+ years of experience in customer service leadership, preferably in the hospitality or entertainment industry.
• Strategic Leadership: Ability to set vision and execute a growth-focused strategy.
• Strong understanding of omni-channel customer engagement and emerging technologies in customer service.
• Customer-Centricity: Passion for delivering exceptional customer experiences.
• Operational Expertise: Skilled in optimizing processes and leveraging technology.
• People Management: Experience in leading large, diverse teams.
• Stakeholder Collaboration: Excellent interpersonal skills to manage relationships with internal and external partners.
• Analytical Thinking: Data-driven decision-making and problem-solving abilities.

Desirable

• 2+ years experience in managing business improvement programs.
• English and Arabic fluency.
• Coaching and mentorship skills.