Director - Customer Engagement and Contact Centre

About the role

The Director – Customer Engagement & Contact Centre will lead the strategy and operations of the contact centre and all customer engagement channels for a diversified investment group in Dubai.

Key responsibilities

• Develop and implement a comprehensive strategy, service standards, KPIs and technology roadmap for the contact centre.
• Oversee day‑to‑day operations, ensuring performance targets for volumes, response times and satisfaction are met.
• Champion customer‑centric processes, feed CX teams with feedback data and drive journey improvements.
• Lead evaluation and adoption of contact‑centre technologies, AI and automation tools.
• Mentor and develop a high‑performing team of managers and specialists.
• Serve as a strategic partner to senior leadership, presenting data‑driven insights and aligning cross‑functional goals.

Required profile

• Bachelor’s degree required; Master’s in Business Administration, Operations Management or related field preferred.
• 10–15 years progressive experience in contact centre management or customer experience, with senior leadership success.
• Exceptional strategic planning skills and deep understanding of contact centre operations and technology.
• Highly analytical with ability to use data for decision‑making and continuous improvement.