The Customer Engagement Manager is responsible for leading Brau's central bookings and customer care team across multiple branches in KSA and UAE. This role manages and coaches a team of call centre agents, ensuring every client interaction converts into high quality bookings and delivers an exceptional brand experience. The role plays a critical part in driving revenue, optimising appointment utilisation, and protecting Brau's premium service standards.
Team Leadership and Performance
- Lead, coach and manage a team of call centre agents responsible for handling inbound and outbound enquiries, bookings, reschedules and customer follow ups.
- Set clear performance expectations across conversion, response time, booking accuracy and customer satisfaction.
- Recruit, onboard and develop Customer Engagement Specialists to maintain a high performing, sales driven and service focused team.
Bookings and Revenue Management
- Oversee the end to end bookings function for all of Brau branches, ensuring strong appointment fill rates and minimal gaps.
- Monitor daily schedules, waitlists and cancellations to maximise revenue across all locations.
- Work closely with salon managers to align availability, promotions and artists with booking demand.
Customer Experience And Issue Resolution
- Ensure every customer interaction reflects Brau's premium brand, professionalism and attention to detail.
- Handle escalated customer issues, complaints and complex booking situations with care, speed and confidence.
- Identify recurring issues and work with operations to improve processes and prevent future problems
Operations and Process Improvement
- Own and continuously improve call centre workflows, scripts, booking procedures and quality standards.
- Implement systems and processes that improve speed, accuracy and conversion of enquiries into confirmed appointments.
- Ensure consistent use of CRM and booking platforms across the team.
Performance Tracking and Reporting
- Track and report on key metrics including call volumes, response times, conversion rates, booking value, cancellations and client feedback.
- Use data to identify opportunities and gaps, and implement action plans to drive improvement.
Sales and Target Delivery
- Set and manage monthly booking and revenue targets for the team.
- Motivate and coach agents to upsell treatments, packages and add ons in line with Brau's service offering.
- Drive a proactive sales culture within the team, focused on upselling every enquiry.
Compliance and Standards
- Ensure the team follows all company policies, data protection standards and operating procedures.
- Maintain consistency and professionalism across all customer touchpoints.
Requirements
- Minimum 4 years experience in a customer service role within beauty/retail/hospitality.
- Arabic speaker
- Strong organizational skills with excellent time management and attention to detail.
- Confident using software, operational systems, and reporting tools.
- Strong communication skills and a calm, client-focused demeanor.
- Flexibility to work peak periods, weekends, and extended hours when required.
