Head of Customer Experience & Contact Centre

About the role

A fast-growing health and wellness group operating across the UAE and KSA is looking for a Head of Customer Experience & Contact Centre to define and lead its customer-contact strategy. Reporting to the CEO, the role owns the overall engagement strategy, omnichannel communication standards, CRM effectiveness, conversion and retention, and contact centre performance. It leads the Contact Centre Manager and customer experience teams and works closely with Operations, Marketing, Commercial, HR, Finance and Technology. Regional travel is required.

Key responsibilities

• Define and implement the customer experience strategy across the UAE and KSA, with consistent service standards and customer journey frameworks.
• Own the omnichannel communication strategy across calls, WhatsApp, email, live chat and social media, including SLAs, scripts and escalation procedures.
• Take overall ownership of CRM effectiveness, including lead management, bookings, data accuracy, segmentation and adoption.
• Develop customer lifecycle, retention, reactivation, repeat booking and loyalty strategies, and drive enquiry-to-booking conversion and revenue.
• Monitor the effectiveness of upselling, cross-selling, treatment packages and promotional campaigns.
• Manage escalated complaints, feedback and satisfaction measurement, and ensure customer data complies with data protection and privacy requirements.
• Lead the Contact Centre Manager on daily operations, staffing, agent performance and service quality, and set standards, SOPs, QA frameworks and workforce planning.
• Set KPIs and dashboards (conversion, response times, SLA, AHT, FCR, CSAT, QA, retention, productivity) and prepare weekly and monthly performance reports for the CEO.
• Coach team leaders and managers, build training frameworks and develop future contact centre leaders.
• Work with other functions to align engagement with capacity and business goals, and lead the development of customer-contact systems, automation and AI-enabled tools.

Required profile

• Bachelor's degree in Business Administration, Marketing, Communications, Customer Experience Management or a related field preferred; a Master's or MBA is an advantage.
• 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.
• Experience managing multi-location or multi-market operations; UAE and KSA experience is highly desirable.
• Experience in healthcare, beauty, aesthetics, wellness, retail or service industries is preferred.

Required skills

• Hands-on experience with inbound and outbound calls, lead management, complaint resolution, service quality and productivity.
• CRM implementation, management and optimisation.
• Knowledge of contact centre KPIs such as SLA, AHT, FCR, CSAT and QA.
• Preferred: professional certifications in Customer Experience, CRM, Contact Centre Management or Business Management.
• Preferred: experience with automation, digital transformation and customer engagement technologies.