Customer Support Centre Manager Job Vacancy in UAE Dubai
Posted date [2025-02-28]
(ID: 33664)
 |
Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional family business houses headquartered in Dubai, United Arab Emirates. |
Customer Support Centre Manager
Job Overview:
Al-Futtaim Group is looking for a dynamic Customer Support Centre Manager to lead and inspire a customer-focused culture, ensuring a seamless and rewarding customer experience across all non-face-to-face interactions. This role involves driving performance management, cost control, strategic business planning, and continuous improvement initiatives to enhance the overall customer journey. You will collaborate across departments, develop your team, and contribute to Al-Futtaim’s mission of enriching customer lives while upholding the company’s core values.
Job Location: Dubai, Dubai, United Arab Emirates
Job Industry: Retail / Customer Service
Job Function: Customer Support Centre Management
Salary: Negotiable
Gender: Any
Key Responsibilities:
Performance Management:
- Lead and inspire a customer-focused culture across all non-face-to-face customer interactions, ensuring a seamless and positive customer experience.
- Challenge the IKEA organization to improve ways of working and identify new business opportunities based on customer support insights.
- Ensure fast and easy resolutions for customer inquiries, amendments, and issues to maintain customer trust and satisfaction.
- Collaborate across customer support centre touchpoints to ensure data-driven business decisions are made to eliminate root causes and drive sales.
- Monitor and secure that the department meets global and national standards and policies for service levels, call handling times, and customer experience.
- Provide insights and KPIs to stakeholders to continuously improve customer experiences.
- Conduct performance reviews with the team, identify shortcomings, and implement actions to improve overall performance.
Cost Control:
- Participate in the yearly budgeting exercise and manage all costs related to the customer support centre.
- Plan new investments and project costs to enhance customer experience or reduce business costs.
- Provide feedback and data to the regional Home Delivery Manager and other related functions for continuous improvement.
People Management:
- Develop a succession plan to secure the future of the support centre and ensure talent retention.
- Plan and implement training programs based on regular quality control checks and gap analysis.
- Manage resources effectively to achieve KPIs and maintain high customer satisfaction levels.
- Set and follow up on annual team objectives aligned with business goals.
- Foster a healthy work environment in line with Al Futtaim & IKEA Values, ensuring continuous improvement and employee growth.
Health and Safety:
- Ensure compliance with internal procedures and health & safety routines to maintain a safe working environment.
- Implement contingency plans as required for business continuity and risk management.
Business Planning:
- Contribute to the creation of the country business plan and be accountable for the Customer Support Centre action plan.
- Conduct regular follow-ups and take necessary actions to keep business goals on track.
Required Skills and Experience:
Education:
- University Degree or equivalent qualification in Retail, Hospitality, or a related field.
Experience:
- 3 to 5 years of experience in managing call centers, preferably within a retail environment.
- Proven experience in customer support, call center operations, or CRM system management.
- Retail background and knowledge of various CRM systems are highly desirable.
Skills:
- Strong problem-solving and strategic planning abilities.
- Excellent analytical and communication skills.
- Effective leadership and team management capabilities.
- Proficiency in people management, resource planning, and time management.
- Bilingual proficiency in Arabic and English.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for career growth and leadership development within Al-Futtaim Group.
- A dynamic and innovative work environment fostering continuous learning and collaboration.
- Access to state-of-the-art tools and resources to enhance customer support operations.
- Comprehensive benefits, including health insurance and a supportive work-life balance.
About the company
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates.
Structured into five operating divisions—automotive, financial services, real estate, retail, and healthcare—Al-Futtaim Group employs over 35,000 people across more than 20 countries in the Middle East, Asia, and Africa.
Partnering with over 200 of the world’s most admired and innovative brands, Al-Futtaim Group’s entrepreneurship and relentless customer focus enable the organization to grow and expand while responding to the changing needs of customers.
By upholding its values of respect, excellence, collaboration, and integrity, Al-Futtaim Group continues to enrich the lives and aspirations of its customers every day.
Job Overview:
Al-Futtaim Group is looking for a dynamic Customer Support Centre Manager to lead and inspire a customer-focused culture, ensuring a seamless and rewarding customer experience across all non-face-to-face interactions. This role involves driving performance management, cost control, strategic business planning, and continuous improvement initiatives to enhance the overall customer journey. You will collaborate across departments, develop your team, and contribute to Al-Futtaim’s mission of enriching customer lives while upholding the company’s core values.
Job Location: Dubai, Dubai, United Arab Emirates
Job Industry: Retail / Customer Service
Job Function: Customer Support Centre Management
Salary: Negotiable
Gender: Any
Key Responsibilities:
Performance Management:
- Lead and inspire a customer-focused culture across all non-face-to-face customer interactions, ensuring a seamless and positive customer experience.
- Challenge the IKEA organization to improve ways of working and identify new business opportunities based on customer support insights.
- Ensure fast and easy resolutions for customer inquiries, amendments, and issues to maintain customer trust and satisfaction.
- Collaborate across customer support centre touchpoints to ensure data-driven business decisions are made to eliminate root causes and drive sales.
- Monitor and secure that the department meets global and national standards and policies for service levels, call handling times, and customer experience.
- Provide insights and KPIs to stakeholders to continuously improve customer experiences.
- Conduct performance reviews with the team, identify shortcomings, and implement actions to improve overall performance.
Cost Control:
- Participate in the yearly budgeting exercise and manage all costs related to the customer support centre.
- Plan new investments and project costs to enhance customer experience or reduce business costs.
- Provide feedback and data to the regional Home Delivery Manager and other related functions for continuous improvement.
People Management:
- Develop a succession plan to secure the future of the support centre and ensure talent retention.
- Plan and implement training programs based on regular quality control checks and gap analysis.
- Manage resources effectively to achieve KPIs and maintain high customer satisfaction levels.
- Set and follow up on annual team objectives aligned with business goals.
- Foster a healthy work environment in line with Al Futtaim & IKEA Values, ensuring continuous improvement and employee growth.
Health and Safety:
- Ensure compliance with internal procedures and health & safety routines to maintain a safe working environment.
- Implement contingency plans as required for business continuity and risk management.
Business Planning:
- Contribute to the creation of the country business plan and be accountable for the Customer Support Centre action plan.
- Conduct regular follow-ups and take necessary actions to keep business goals on track.
Required Skills and Experience:
Education:
- University Degree or equivalent qualification in Retail, Hospitality, or a related field.
Experience:
- 3 to 5 years of experience in managing call centers, preferably within a retail environment.
- Proven experience in customer support, call center operations, or CRM system management.
- Retail background and knowledge of various CRM systems are highly desirable.
Skills:
- Strong problem-solving and strategic planning abilities.
- Excellent analytical and communication skills.
- Effective leadership and team management capabilities.
- Proficiency in people management, resource planning, and time management.
- Bilingual proficiency in Arabic and English.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for career growth and leadership development within Al-Futtaim Group.
- A dynamic and innovative work environment fostering continuous learning and collaboration.
- Access to state-of-the-art tools and resources to enhance customer support operations.
- Comprehensive benefits, including health insurance and a supportive work-life balance.
About the company
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates.
Structured into five operating divisions—automotive, financial services, real estate, retail, and healthcare—Al-Futtaim Group employs over 35,000 people across more than 20 countries in the Middle East, Asia, and Africa.
Partnering with over 200 of the world’s most admired and innovative brands, Al-Futtaim Group’s entrepreneurship and relentless customer focus enable the organization to grow and expand while responding to the changing needs of customers.
By upholding its values of respect, excellence, collaboration, and integrity, Al-Futtaim Group continues to enrich the lives and aspirations of its customers every day.
