Sr. Manager Customer Experience

At a Glance:

👨‍💻  Position:  Senior Manager – Customer Experience

👫  Team:  Customer Experience & Operations

📍  Location:  Dubai, United Arab Emirates

📄  Contract:  Full-time

🏢  Type:  On-site

💷  Benefits:  Competitive package with performance incentive

About Us 🥇

At  Idealz Holding , we’re redefining retail with our unique  “Shop & Win”  model — transforming everyday shopping into extraordinary experiences 🎉. With a footprint across 4 continents and over  $100M in prizes awarded , Idealz stands at the intersection of  commerce, innovation, and customer delight  🚀.

Customer experience is at the heart of everything we do. Every purchase, every draw, every win — it all begins and ends with how we make our customers feel.

Role Description 📝

We’re looking for a  Senior Manager – Customer Experience  who will lead and elevate how customers interact with Idealz across every touchpoint. This role demands a balance of strategy, empathy, and operational excellence. You’ll design and implement world-class service processes, shape the customer journey, and build a team that delivers excellence at scale.

You’ll collaborate closely with product, operations, and marketing teams to ensure our customers enjoy a seamless, memorable experience that matches the excitement of our brand 🎯.

What You’ll Be Doing ✅

• Own and evolve the  end-to-end customer experience strategy , from onboarding to retention.
• Lead and manage customer service operations, ensuring top-tier responsiveness and satisfaction.
• Develop  CX frameworks and KPIs  to measure and continuously improve performance.
• Design and refine  customer journeys , identifying friction points and optimizing touchpoints.
• Partner with technology and product teams to integrate  CX insights  into platform improvements.
• Implement  VOC (Voice of Customer)  programs and feedback loops to inform decisions.
• Train, mentor, and inspire customer-facing teams to deliver empathetic, consistent service.
• Handle escalations and critical cases with professionalism and tact.
• Collaborate with Marketing & Communications to ensure customer feedback is reflected in brand messaging.
• Champion a  customer-first culture  across the organization.

Skills & Qualifications 🧩

• 10–12 years of experience in  customer experience, customer success, or service operations , preferably in retail, e-commerce, or lifestyle brands.
• Proven track record of  leading CX teams  and driving measurable improvements in satisfaction and loyalty.
• Strong analytical mindset — able to translate data and feedback into actionable strategies.
• Deep understanding of  CX tools, CRMs, and service technologies  (Zendesk, Salesforce, Freshdesk, etc.).
• Excellent communication, leadership, and problem-solving skills.
• Passion for delivering  exceptional, emotionally resonant customer experiences .
• Bachelor’s/Master’s degree in Business, Marketing, or related field.

The Process ➡️

• Initial screening with Global Head of HR
• Case study / customer journey assignment
• Interview with General Manager
• Final interview with CEO

⏱️ Process typically concludes within 3–4 weeks

Why Join Idealz ⁉️

At  Idealz Holding , you’ll join a  fast-paced, globally recognized brand  where innovation meets customer obsession. This role offers the opportunity to  shape the customer experience backbone  of a company reinventing retail 🌍. You’ll have the autonomy to build, lead, and transform — making every customer interaction a winning one 🏆.