Job Description

About the company we're hiring for currently:

UAE-based pioneer delivering customer-centric experiences and unparalleled opportunities through cutting-edge technology, with six innovative tech ventures across the globe.

Were seeking a Senior Manager – Customer Experience (CX) who will lead and enhance the customer experience across all touchpoints with The Company. This role demands a balance of strategy, empathy, and operational excellence. Youll design and implement world-class service processes, shape the customer journey, and build a team that delivers excellence at scale.

Youll collaborate closely with product, operations, and marketing teams to ensure our customers enjoy a seamless, memorable experience that matches the excitement of our brand.

Key Responsibilities

• Own and evolve the end-to-end customer experience strategy, from onboarding to retention.
• Lead and manage customer service operations, ensuring top-tier responsiveness and satisfaction.
• Develop CX frameworks and KPIs to measure and continuously improve performance.
• Design and refine customer journeys, identifying friction points and optimizing touchpoints.
• Partner with technology and product teams to integrate CX insights into platform improvements.
• Implement VOC (Voice of Customer) programs and feedback loops to inform decisions.
• Train, mentor, and inspire customer-facing teams to deliver empathetic, consistent service.

• Handle escalations and critical cases with professionalism and tact.

• Collaborate with Marketing & Communications to ensure customer feedback is reflected in brand messaging.

• Champion a customer-first culture across the organization.

Requirements

• Proven track record of leading CX teams and driving measurable improvements in satisfaction and loyalty.
• Strong analytical mindset — able to translate data and feedback into actionable strategies.
• Deep understanding of CX tools, CRMs, and service technologies (Zendesk, Salesforce, Freshdesk, etc.).

• Excellent communication, leadership, and problem-solving skills.

• Passion for delivering exceptional, emotionally resonant customer experiences
• Bachelors/Masters degree in Business, Marketing, or related field
• Experience: 10–12 years of experience in customer experience, customer success, or service operations, preferably in retail, e-commerce, or lifestyle brands.

Other Details:

Work Mode: ONSITE - Full Time

Location: Dubai, UAE

Experience: 10-12 years

Days: Monday to Friday

Timing: 9 am-6 pm

Benefits:

• Health insurance for employee & family
• Annual Ticket
• 24 Annual leaves on year completion
• Annual Bonus - based on company performance
• Annual increment

About HR Ways:

HR Ways is an award-winning technical recruitment firm helping software houses and IT Product companies internationally and locally find IT Talent. HR Ways is engaged by 300+ Employers worldwide, ranging from the world's biggest SaaS Companies to the most competitive Startups. We have entities in Dubai, Canada, the US, the UK, Pakistan, India, Saudi Arabia, Portugal, Brazil, and other parts of the world. Join our WhatsApp Channel https://www.whatsapp.com/channel/0029VamSiLr5fM5fMtAdCS2M, stay updated, or visit www.hrways.co to know more.