DIRECTOR CUSTOMER CARE

Job Description : DIRECTOR CUSTOMER CARE DUBAI UAE A leading organisation in Dubai is seeking a Director of Customer Care to champion the delivery and continuous enhancement of exceptional customer service within a built-to-sell environment. This pivotal role offers you the opportunity to shape and elevate the customer journey, driving loyalty and retention through innovative strategies and collaborative leadership. You will be empowered to influence business outcomes by developing best-in-class service standards, implementing robust processes, and fostering a culture of support and empathy across teams. With a focus on flexibility, professional growth, and meaningful impact, this position is ideal for someone who thrives in a forward-thinking environment where your expertise will directly contribute to organisational success. Play a key role in shaping customer care strategy for a high-profile organisation in Dubai, with the autonomy to drive impactful change across all touchpoints. Be part of a supportive leadership team that values collaboration, knowledge sharing, and the creation of positive experiences for both customers and colleagues. As Director of Customer Care, you will play an instrumental role in shaping the future of customer interactions within a dynamic commercial division. Your day-to-day responsibilities will involve collaborating closely with senior leaders to ensure alignment between customer management activities and broader organisational objectives. You will lead efforts to analyse trends in customer data, identify areas for improvement, and develop actionable plans that enhance satisfaction at every stage of the journey. By conducting regular audits using tailored checklists and questionnaires, you will pinpoint gaps in service quality while recommending targeted interventions. Your ability to prepare insightful reports summarising operational performance will inform strategic decision-making at the highest levels. Success in this role hinges on your capacity to nurture strong internal networks across departments as well as external relationships. Oversee daily operations of the customer service department, ensuring all inquiries are managed promptly and professionally by a dedicated teams. Manage all aspects of customer service after-sales support. Design and implement efficient workflows that maximise operational efficiency and deliver outstanding service quality, continuously improving key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Develop cross-functional contact improvement strategies using data from multiple sources such as Voice of Customer, Voice of Associate, and Business Intelligence to align processes with business standards. Monitor service metrics and customer feedback to inform resource allocation decisions, workflow enhancements, and overall improvements in customer experience. Act as the primary point of contact between company verticals and customers, providing guidance on queries and resolving issues in accordance with corporate governance frameworks. Create and update training programmes for customer service representatives to ensure they are equipped with the latest tools and knowledge required for exceptional service delivery. Implement policies, systems, initiatives, and procedures that underpin the customer care strategy while achieving risk ratings aligned with agreed Service Level Agreements (SLAs). Prepare feasibility studies, budgets, monthly reports, and business cases to forecast revenues, profitability, and operational performance based on comprehensive data analysis. Foster excellent client relationships by engaging proactively through various channels—such as chat platforms or direct conversations—to provide timely solutions to inquiries or complaints. To excel as Director of Customer Care, you will bring extensive experience managing large-scale customer operations within fast-evolving sectors. Your background should reflect not only technical proficiency but also a genuine passion for nurturing positive relationships—both internally among colleagues and externally with clients or partners. You will have demonstrated success implementing process improvements based on data-driven insights while maintaining compliance with established governance frameworks. Your approachability enables you to foster trust across multidisciplinary teams; your communication style encourages open dialogue; your analytical mindset supports evidence-based decision-making; your empathy ensures every interaction leaves customers feeling valued. A proven history of supporting professional development among team members further highlights your suitability for this influential leadership position. Bachelor’s degree in business administration, marketing or communication management is essential; a master’s degree is highly desirable for this senior position. Professional certifications such as Certified Customer Experience Professional (CCXP), Customer Relationship Management (CRM), or Certified Customer Service Professional (CCSP) are preferred credentials that demonstrate your commitment to excellence. At least 8-10 years’ experience in customer service or related fields such as relationship management or marketing—with a minimum of five years spent in a leadership or management capacity overseeing large teams or complex projects. Proficiency in Microsoft Office suite alongside advanced knowledge of CRM systems plus familiarity with social media platforms and email marketing tools is required for effective performance. Demonstrated ability to resolve complex complaints while developing strategies that drive measurable improvements in satisfaction rates among diverse stakeholder groups. Experience working under stringent deadlines within high-pressure environments while motivating others towards shared goals is crucial for this role. Exceptional analytical skills combined with interpersonal strengths—including influencing abilities—and fluency in English (Arabic language skills are advantageous). Proven track record designing successful customer management strategies that align with business objectives while delivering tangible results. Ability to collaborate effectively with other senior leaders across functions to achieve common goals through open communication channels. Deep understanding of customer needs coupled with outstanding service orientation ensures you consistently exceed expectations.

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