Director – Customer Engagement & Contact Centre (National Talent)
Job role insights
Date posted
October 20, 2026
Hiring location
Dubai UAE
Career level
Senior Level
Qualification
Bachelor Degree; Master Preferred
Experience
10 - 15 Years
Quantity
1 person
Gender
Any
Description
The Director – Customer Engagement & Contact Centre leads the strategy and performance of customer-facing service channels. The role aims to deliver a consistent, efficient experience across digital self-service, direct customer interactions and contact-centre operations. It sets service standards, guides technology and process improvements, and works across departments to improve loyalty, response quality and overall customer outcomes.
Dubai Holding seeks a dependable professional who can work collaboratively, exercise good judgement and help improve results over time. Clear ownership, respectful communication and consistent follow-through help maintain confidence among residents, guests and other stakeholders.
Key Responsibilities
- Define the customer-engagement and contact-centre strategy, service standards and performance measures.
- Oversee daily operations and monitor interaction volumes, response times, service quality and customer satisfaction.
- Develop a roadmap for channel, technology and process improvements, including digital self-service capabilities.
- Use customer data and feedback to identify service gaps and prioritise practical improvements.
- Coordinate with other departments to resolve recurring customer issues and align cross-functional service outcomes.
- Lead managers and service teams, communicate performance to senior stakeholders and drive continuous improvement.
Requirements and Qualifications
- Bachelor’s degree required; a master’s degree in Business Administration, Operations Management or a related area is highly preferred.
- Around 10–15 years of progressive experience in contact-centre management or customer experience, including senior leadership.
- Strong understanding of contact-centre operations, technology and customer-experience practices.
- Excellent analytical, people-management, communication, negotiation and presentation skills.
- Applicants should confirm National Talent eligibility criteria stated in the vacancy.
Skills
- Contact-centre strategy and operations
- Customer experience and digital channels
- KPI management and analytics
- People leadership and coaching
- Cross-functional service improvement
Employment Details
Location: Dubai, United Arab Emirates. This vacancy is marked as a National Talent opportunity; applicants should meet the eligibility requirements in the listing.
Application: Apply online for Director - Customer Engagement & Contact Centre (National Talent)
Skills
select-type
Full Time
Interested in this job?
30 days left to apply
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