Director of Customer Service

Job Title: Director – Customer Care (BTS)

Location: Dubai, UAE

Department: Customer Care

We are seeking an experienced Director – Customer Care (Built-to-Sell) to lead and continuously enhance customer service operations, ensuring exceptional customer experience across the BTS lifecycle. The role focuses on driving customer satisfaction, loyalty, and retention through operational excellence, data-driven strategies, and cross-functional collaboration.

• Lead and oversee end-to-end Customer Care operations
  , including after-sales, sales operations, handover, and beneficial occupation processes.
• Act as the primary point of contact between customers and internal stakeholders, ensuring effective issue resolution in line with governance frameworks and DOA.
• Design and implement efficient workflows to improve service quality, NPS, CSAT, and overall customer metrics.
• Develop and execute customer experience improvement strategies using insights from Voice of Customer, Voice of Associate, and business intelligence.
• Monitor service volumes, KPIs, and customer feedback to optimize resource allocation and operational standards
  .
• Implement customer service policies, systems, and procedures aligned with agreed SLAs and risk standards.
• Drive complaint management
  , ensuring timely, accurate resolution and feedback coordination with relevant departments.
• Lead service quality audits
  , identify gaps, and implement corrective action plans.
• Oversee pre- and post-handover customer engagement across communities and projects.
• Prepare and present monthly customer care reports
  , analytics, trends, and performance insights to senior leadership.
• Collaborate closely with senior leaders to ensure customer management strategies align with overall business objectives.

• Customer Satisfaction (CSAT)
• Customer Query Resolution & Turnaround Time
• Customer Service Quality Metrics

• Bachelor’s degree in Business, Marketing, or Communication Management (Master’s preferred).
• Certifications such as CCXP, CRM, or CCSP are an advantage.
• 8–10 years of experience in customer service, CRM, sales, or marketing, with minimum 5 years in a leadership role
  .
• Strong leadership and stakeholder management skills
• Proven ability to develop and implement customer experience strategies
• Excellent analytical, communication, and problem-solving abilities
• Proficiency in CRM systems, MS Office, and customer engagement platforms
• Ability to perform in high-pressure, deadline-driven environments
• Fluent in English
  ; Arabic is an advantage