Manager, Customer Happiness Centre Mai Dubai LLC

1. Team Leadership & Development

• Lead and motivate Customer Happiness Centre and Ecommerce B2C teams.

• Build a high‑performance, customer‑centric culture.

• Conduct performance evaluations and support team development.

2. Operational Management

• Manage daily operations of call centre and Ecommerce B2C.

• Track and improve KPIs (Service Level, NPS, response time, abandoned calls, order accuracy).

• Ensure effective workforce planning and scheduling.

3. Customer Experience Enhancement

• Maintain high customer service standards across all channels.

• Handle escalated customer issues promptly.

• Implement initiatives to improve overall customer satisfaction.

4. Process Improvement

• Identify inefficiencies and implement improvements.

• Streamline workflows and optimize order fulfillment.

• Collaborate with cross‑functional teams to enhance customer journey.

5. Technology & Tools Management

• Oversee CRM, ecommerce platforms, and customer service tools.

• Recommend and implement system upgrades.

• Ensure smooth integration and platform functionality.

6. Reporting & Analytics

• Prepare and analyze performance reports.

• Identify trends, risks, and improvement opportunities.

• Drive data-based decision-making.

7. Compliance & Quality Assurance

• Ensure compliance with policies, safety, and regulatory standards.

• Maintain service quality through QA programs.

8. Budget & Resource Management

• Develop and oversee departmental budgets.

• Monitor costs and ensure efficient use of resources.