Job Description

We are looking for a Head of Customer Experience & Contact Centre for a Health & Wellness company based in the UAE.

Location – Dubai, UAE

Salary – Depending on Experience

Qualifications & Experience:

• Bachelor's degree in Business Administration, Marketing, Communications, Customer Experience Management or a related field preferred; a Master's or MBA is an advantage
• Professional certifications in Customer Experience, CRM, Contact Centre Management or Business Management are preferred
• Minimum 8-10 years of experience in customer experience, contact centre management, customer operations or CRM leadership
• At least 4-5 years in a senior management role leading contact centre operations
• Proven experience managing Contact Centre Managers, Team Leaders, agents and large customer-facing teams
• Hands-on experience overseeing inbound and outbound calls, lead management, complaint resolution, service quality and productivity
• Proven experience managing multi-location or multi-market customer operations; UAE and KSA experience is highly desirable
• Demonstrated success developing omnichannel engagement strategies across phone, email, WhatsApp, social media and digital channels
• Strong experience implementing, managing and optimising CRM systems
• Proven track record of improving conversion, retention and customer satisfaction
• Strong understanding of contact centre KPIs, including SLA, AHT, FCR, CSAT and QA
• Experience in healthcare, beauty, aesthetics, wellness, retail or service industries is preferred
• Experience with automation, digital transformation and customer engagement technologies is an advantage

Key Responsibilities:

• Defining and implementing the customer experience strategy across the UAE and KSA, with consistent service standards and customer journey frameworks
• Developing engagement strategies that improve conversion, satisfaction, retention and customer lifetime value
• Owning the omnichannel communication strategy across calls, WhatsApp, email, live chat and social media, including SLAs, scripts and escalation procedures
• Taking overall ownership of CRM effectiveness, including lead management, bookings, data accuracy, segmentation and adoption
• Developing customer lifecycle, retention, reactivation, repeat booking and loyalty strategies
• Driving enquiry-to-booking conversion and revenue contribution, and recovering lost leads
• Monitoring the effectiveness of upselling, cross-selling, treatment packages and promotional campaigns
• Overseeing the full customer journey and managing escalated complaints, feedback and satisfaction measurement
• Leading and holding the Contact Centre Manager accountable for daily operations, staffing, agent performance and service quality
• Setting contact centre standards, SOPs, quality assurance frameworks and workforce planning models
• Establishing KPIs and dashboards covering conversion, response times, SLA, AHT, FCR, CSAT, QA, retention and productivity
• Preparing weekly and monthly performance reports and presenting insights and recommendations to the CEO
• Coaching Team Leaders and managers, building training frameworks and developing future contact centre leaders
• Working closely with Operations, Marketing, Commercial, HR, Finance and Technology to align engagement with capacity and business goals
• Leading the development of customer-contact systems, automation and AI-enabled tools, ensuring processes are scalable for future growth
• Ensuring customer data is managed in line with data protection and privacy requirements

About the role:

We are looking for a Head of Customer Experience & Contact Centre to define and lead the customer-contact strategy for a fast-growing health and wellness group operating across the UAE and KSA. Reporting to the CEO, you will own the overall customer engagement strategy, omnichannel communication standards, CRM effectiveness, conversion, retention and contact centre performance. Leading the Contact Centre Manager and customer experience teams, you will build the systems, processes and performance frameworks needed for a scalable, high-performing operation across both markets. You will turn the contact centre into a true commercial engagement function, working closely with Operations, Marketing, Commercial, HR, Finance and Technology. This senior role calls for strong commercial awareness, CRM expertise and analytical skills, with regional travel as required.