CX Director - Dubai Based - Leading Retail Family Group

One of the region's most respected family groups, known for shaping retail and lifestyle experiences across diverse global brands. It offers the scale, stability, and influence to drive meaningful change while staying agile and forward-looking.

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  Define and deliver the customer experience strategy across retail and lifestyle brands
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  Manage end-to-end customer journeys across digital and physical touchpoints
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  Drive customer insights, analytics and feedback programs to inform decisions
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  Create cross-functional initiatives with commercial, digital and operations teams
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  Operate customer intelligence and service functions to ensure excellence
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  Run CX governance frameworks and track KPIs for continuous improvement
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  Lead, inspire, and develop a high-performing customer experience team
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  Deliver innovation and best practices that enhance satisfaction and business impact

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  20+ years of experience in customer experience strategy, design and continuous improvement
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  Proven success in leading cross-functional CX initiatives, managing change and delivering measurable results
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  Deep expertise in customer experience across both digital and physical touchpoints
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  Exceptional leadership, communication and change management capabilities
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  Demonstrated success in building, scaling and inspiring customer-centric teams
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  Skilled in presenting to senior stakeholders and influencing decisions at the highest levels
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  Strong commercial acumen with ability to align CX strategy to business growth and ROI
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  Experience managing customer service operations, including contact centres and third-party partners
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  Adept at embedding customer-first culture across complex multi-brand organisations
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  Resilient, agile and adaptable; able to thrive in fast-paced and evolving environments