Director - Customer Engagement & Contact Centre (National Talent)

About the Job:
The Director of Customer Engagement & Contact Centre is a senior leadership role responsible for defining and executing the strategic vision for all customer-facing service channels. This position is a key driver of business growth and customer loyalty by ensuring a seamless, efficient, and exceptional experience across all touchpoints, from digital self-service to direct interactions with the contact centre.

Key Responsibilities:

• Strategic Leadership: Develop and implement a comprehensive strategy for the contact center and all customer engagement channels. This includes defining service standards, establishing key performance indicators (KPIs), and creating a roadmap for technology and process enhancements.
• Operational Excellence: Oversee the day-to-day operations of the contact center and Centers, ensuring all teams are meeting performance targets related to interactions volume, response times, and customer satisfaction. Implement strategies to optimize workforce and resource allocation for maximum efficiency.
• Customer Experience Implementation: Champion a customer-centric driven process implementation across the organization. Feed the CX team with customer feedback and interaction data to identify pain points and opportunities for improvement. Oversee and collaborate with the CX team to enhance the end-to-end customer journey.
• Technology & Innovation: Lead the evaluation and selection of contact center technologies, including investments in modern platforms, artificial intelligence (AI), and automation tools to enhance both the customer and agent experience.
• Team Leadership & Development: Lead, mentor, and develop a high-performing team of managers and specialists. Foster a culture of continuous learning, accountability, and excellence, ensuring the team is equipped to handle complex customer interactions.
• Stakeholder Management: Serve as a strategic partner to senior leadership, presenting data-driven insights and business cases for new initiatives. Collaborate with other departments to resolve systemic customer issues and align cross-functional goals.

What We Are Looking For:
Qualifications & Experience:

• A Bachelor's degree is required; a Master's degree in Business Administration, Operations Management, or a related field is highly preferred.
• A minimum of 10–15 years of progressive experience in contact center management or customer experience, with a proven track record of success in a senior leadership role.
• Strategic Acumen: Exceptional strategic planning skills and a deep understanding of contact center operations, technology, and industry best practices.
• Analytical Skills: Highly analytical with the ability to use data to inform decisions, measure performance, and drive continuous improvement.
• Leadership: Strong leadership and people management skills, with the ability to inspire and lead a large, diverse team.
• Communication: Outstanding communication, negotiation, and presentation skills, with the ability to influence and align stakeholders at all levels of the organization.

About Benefits:
At the company, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.

General Information:

• Location: United Arab Emirates
• Business Unit: Community Management
• Department: Sales, Marketing & Customer Experience
• Experience Level: Senior Professional
• Date: Tuesday, August 18, 2026
• Entity: CM