Head of Customer Happiness Center - UAE National

This role is ideal for a senior Customer Service, Customer Happiness, Customer Experience, or Service Center Operations professional with strong experience in managing high-volume service centers, driving customer satisfaction, leading teams, and improving operational performance.

Key Responsibilities

• Oversee the daily operations of Customer Happiness Centers to ensure smooth, efficient, and high-quality service delivery.
  
• Develop and implement strategies to improve customer satisfaction, customer experience, and operational efficiency.
  
• Set and monitor KPIs, SLAs, service quality standards, and operational performance indicators.
  
• Lead customer service teams, including mentoring, coaching, training, and performance management.
  
• Handle escalated customer complaints and ensure timely, professional, and effective resolution.
  
• Implement customer feedback mechanisms to continuously improve service quality.
  
• Monitor customer service performance data and identify areas for improvement.
  
• Ensure compliance with internal policies, procedures, confidentiality, safety, and service excellence standards.
  
• Prepare and implement annual operational plans aligned with the organization's strategic objectives.
  
• Drive process improvement, innovation, customer happiness initiatives, and service excellence across the centers.
  
• Coordinate with senior management on center performance, service issues, and improvement plans.
  
• Promote a culture of professionalism, customer focus, teamwork, and continuous improvement.
  

Requirements

Requirements

• Bachelor's degree in Business Administration, Customer Service, Management, or a related field.
  
• 12-16 years of experience in customer service management, customer happiness, customer care, or customer experience operations.
  
• Candidates with a master's degree may be considered with 8-10 years of relevant experience.
  
• Proven experience managing customer service centers, customer happiness centers, branch service operations, contact centers, or public service centers.
  
• Strong background in KPI management, SLA monitoring, service quality, customer satisfaction, and operational performance.
  
• Experience in handling escalated customer complaints and resolving service issues effectively.
  
• Strong leadership, team management, communication, and interpersonal skills.
  
• Experience in government, semi-government organizations is preferred.
  
• Proficiency in customer service systems, CRM platforms, ticketing systems, or customer feedback tools.
  
• Fluency in English is required Arabic language skills are highly preferred.
  
• UAE or GCC experience is preferred.
  

Benefits

• Competitive Salary
  
• Child Education Allowance
  
• as per UAE Law Standard benefits