Director - Customer Engagement & Contact Centre

About the role

The Director – Customer Engagement & Contact Centre will lead the strategic direction and daily operations of the contact centre and all customer engagement channels for a leading Dubai‑based diversified investment group.

Key responsibilities

• Develop and implement a comprehensive strategy, define service standards, KPIs and a technology roadmap.
• Oversee day‑to‑day contact centre performance, optimise workforce allocation and ensure targets for volume, response time and satisfaction are met.
• Champion customer‑centric processes, feed CX teams with feedback data and collaborate to improve the end‑to‑end journey.
• Lead evaluation and selection of contact centre technologies, including AI and automation tools.
• Mentor and develop a high‑performing team of managers and specialists, fostering continuous learning.
• Act 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 highly preferred.
• 10–15 years of progressive experience in contact centre management or customer experience, with proven senior leadership success.

Required skills

• Experience with modern contact centre platforms and technology evaluation.
• Knowledge of artificial intelligence (AI) and automation tools for enhancing customer and agent experiences.