Customer Experience Manager
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. In the GCC market, this role is actively hired across kuwait, uae with 8 recent postings.
- 01Digital Channel Optimization & AI Implementation (Primary Focus)
- 02Lead the strategic implementation and deployment of conversational AI tools (Chatbots, Voicebots) and automated routing systems to maximize first
- 03contact resolution through digital channels.
- 04Monitor and analyze automated channel performance metrics and implement continuous iteration strategies to enhance AI accuracy and effectiveness.
- 05Collaborate closely with Product and IT teams to translate operational needs into technical requirements for CRM, ACD, and AI feature development.
- 06Driven Performance & Systems Management
- 07Utilize advanced analytics from CRM and Call Detail Records (CDR) to identify systemic bottlenecks and drive efficiencies.
- 08Define and audit Quality Assurance (QA) standards for both human agents and automated outputs, ensuring compliance and high data quality across all interactions.
- 09Track and evaluate key operational KPIs, focusing on metrics impacted by technology deployment and human actions.
- 10Team Leadership & Agent Enablement
- 11Supervise, mentor, and motivate a team of CSRs, shifting the focus from transactional management to complex problem resolution and technical troubleshooting.
- 12Lead training initiatives focused on agent
- — Skills and Qualifications:
- — 5+ years of operational experience in a Contact Center, Service Delivery, or Customer Experience (CX) role, with a strong emphasis on technology.
- — Minimum 2 years of direct people
- — management or lead experience focused on system administration, quality assurance, or technology adoption.
- — Required: High School Diploma or GED equivalent.
- — Bachelor’s Degree in Business, Computer Science, Data Analytics, or a related technical field.
- — Key Skills & Technical Competencies:
- — Deep expertise in Contact Center technology infrastructure: CRM administration (e.g.,Salesforce, Zendesk), and workforce management (WFM) tools.
- — Additional languages are a strong advantage (French, Hindi, Urdu, Russian, etc.)
Required skills
Tools & technologies
Hiring companies we see
- KAVAK
- Sephora
- OVO
- HSBC
- Ulta Beauty
- Rightangled
- Kalaam Telecom
Hired across
- kuwait
- uae
What does a Customer Experience Manager do in the GCC?
A Customer Experience Manager in the GCC performs core duties related to crm, leadership, customer service, adapted to the regional business environment and regulatory framework.
What qualifications do I need to be a Customer Experience Manager?
Typically a Diploma is required, with 3+ years of experience in the field.
What is the demand for Customer Experience Manager in the GCC?
The role is actively hired across kuwait, uae, with consistent demand from both local and multinational employers.
What skills are needed for a Customer Experience Manager role?
Key skills include crm, leadership, customer service, excel, erp, communication, along with strong communication and teamwork abilities.
Do I need Arabic to work as a Customer Experience Manager in the GCC?
Arabic language proficiency is often preferred but not always required. It depends on the employer, sector, and client-facing nature of the role.
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