Customer Experience Manager

About the role

Black Pearl Consult is hiring a Customer Experience Manager in the UAE. The role suits an experienced customer service leader who manages service operations, improves complaint resolution and builds high-performing teams. The manager leads customer experience initiatives, drives service improvements across multiple channels and works with key stakeholders to deliver seamless customer interactions.

Key responsibilities

• Set the direction for customer care and turn business priorities into practical service improvement plans.
• Lead teams responsible for customer enquiries, service requests and complaints across relevant channels.
• Take ownership of sensitive escalations, coordinate resolutions and address the causes of recurring issues.
• Use customer satisfaction scores, service-level performance and complaint trends to identify where change is needed.
• Improve processes to reduce delays, strengthen service consistency and raise customer satisfaction.
• Partner with technology and operational teams to improve digital support and customer self-service.
• Coach employees, strengthen service capabilities and build a culture of accountability.
• Maintain service controls, customer data confidentiality and adherence to internal policies.

Required profile

• Bachelor's degree in Business Administration, Management or a related discipline; a relevant master's degree is an advantage.
• Substantial experience in customer care, customer service, customer experience or service operations, with demonstrated leadership responsibility.
• Track record of managing service teams and delivering measurable operational improvements.
• Strong experience handling complex complaints and working across departments to resolve customer issues.
• Experience contributing to digital service improvements or customer care transformation.

Required skills

• Confidence using customer feedback, performance dashboards and service metrics to guide decisions.
• Strong communication, stakeholder management and people development skills.