Director - Customer Engagement & Contact Centre

About the Company: 

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents concerns promptly and effectively.

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more. 

Role Purpose:

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; ensures 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, selection of the contact center technologies. This includes investing 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 Dubai Holding, 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.