Senior Manager, Customer Service - Dubai Mall Online

Build the Future of Retail with Dubai Mall Online

Dubai Mall is the world’s most visited shopping destination — welcoming hundreds of millions of visitors every year and home to some of the most iconic global brands. Now, we’re taking it online.

Dubai Mall Online is a first-of-its-kind digital platform bringing the scale and energy of Dubai Mall into a powerful digital experience — redefining how customers discover, shop, and receive premium retail.

The platform is being built through a long-term partnership between Emaar and noon, one of the world’s leading technology and ecommerce companies. Powered by noon’s world-class tech, logistics, and digital capabilities, Dubai Mall Online combines the strength of a global retail icon with the speed and ambition of a tech-led organization.

We’re assembling the founding team behind this launch and looking for ambitious builders who want to create something truly new. If you thrive in fast-paced environments, enjoy solving complex problems, and want to help shape the future of retail at global scale — this is your moment.

Come help build the next chapter of an icon and redefine the future of retail.

About noon

Founded in the Middle East, noon is one of the world’s leading digital commerce platforms, serving millions of customers across the UAE, Saudi Arabia, and Egypt.

Over the past decade, noon has built a world-class technology platform, last-mile logistics network, and operations engine powering multiple businesses — from ecommerce and quick commerce to food delivery, fintech, and digital services.

Today, noon operates some of the region’s most recognizable consumer brands, including noon.com, noon Minutes, and Supermall, delivering at scale with speed, innovation, and customer obsession at its core.

Joining noon means working in a high-ownership environment where small teams build big things, decisions move fast, and impact is visible. It’s a place for builders who want to learn quickly, take responsibility early, and help shape the future of digital commerce in the region.

Role Overview

We are seeking a Senior Manager, Customer Service to build and lead the customer service function for Dubai Mall Online. This role will be responsible for delivering a best-in-class customer support operation that reflects the premium standards of Dubai Mall while operating at the speed and scale of a modern ecommerce platform.

Candidate will oversee customer service operations across all support channels, ensuring fast, efficient, and empathetic resolution of customer inquiries and issues. This leader will design scalable service processes, implement best-in-class support tooling and automation, and build high-performing teams capable of delivering consistent and high-quality customer service.

As a founding leadership role, this position will play a critical part in establishing how customer service operates and scales for Dubai Mall Online from day one.

What you'll do

Customer Service Strategy & Operations

• Define and execute the overall customer service strategy aligned with Dubai Mall Online’s premium brand positioning.
• Lead the day-to-day customer support operations across all service channels including chat, email, voice, and social media.
• Ensure fast, efficient, and high-quality resolution of customer inquiries, issues, and complaints.
• Develop service standards and operational frameworks that balance efficiency with high-quality service delivery.
• Drive continuous service improvement initiatives using customer feedback, operational data, and service analytics.

Customer Support Operations & Escalations

• Oversee all customer support activities including inquiries, complaints, order issues, delivery concerns, and return-related support.
• Design and optimize processes for handling returns, refunds, and exchanges in coordination with operations and logistics teams.
• Manage complex customer escalations and ensure timely and effective resolution.
• Act as the senior escalation owner for high-impact customer issues and executive-level cases.
• Partner closely with logistics, marketplace, product, and operations teams to resolve root-cause issues and prevent recurrence.

Tooling, Automation & Process Excellence

• Evaluate, implement, and optimize customer service platforms and support tooling.
• Drive automation initiatives to improve response times, resolution efficiency, and operational scalability.
• Develop and maintain scalable SOPs and service playbooks to ensure consistent customer service delivery.
• Leverage AI, workflow automation, and knowledge management systems to enhance support efficiency while maintaining service quality.

Team Leadership & Capability Building

• Build, lead, and develop a high-performing customer service organization.
• Design onboarding, training, and continuous development programs for customer support teams.
• Establish performance metrics, coaching frameworks, and quality assurance standards.
• Foster a service-oriented culture focused on responsiveness, accountability, and customer satisfaction.

Performance Management & Insights

• Define and own customer service KPIs including CSAT, response time, resolution time, first-contact resolution, and escalation metrics.
• Translate customer feedback and support data into actionable operational improvements.
• Deliver regular executive reporting and recommendations based on service performance and operational insights.

Ideal Candidate Profile

• 7+ years of experience in Customer Service, Customer Support, or Customer Operations leadership roles within ecommerce, marketplace, retail, or technology environments.
• Proven experience building or scaling customer service functions in fast-growth or launch environments.
• Strong understanding of ecommerce operations, logistics, and post-purchase customer support processes.
• Experience implementing customer service platforms, automation, and operational process improvements.
• Demonstrated success managing customer service performance metrics such as CSAT, response time, and resolution efficiency at scale.
• Strong stakeholder management skills with the ability to collaborate across operations, logistics, product, and marketplace teams.
• Experience leading and developing large operational support teams in high-growth environments.