Vice President Customer Service

We're Hiring: VP - Customer Operations (Loyalty)

Dubai, UAE

We are partnering with a leading organization to appoint a Vice President - Customer Operations (Loyalty), a strategic leadership role responsible for driving end-to-end customer operations excellence across a rapidly growing loyalty ecosystem.

This is an exciting opportunity for a seasoned professional to lead large-scale operations, enhance customer experience, and build scalable, high-performing service models.

Key Responsibilities

• Own and drive the end-to-end customer operations strategy across all physical and digital touchpoints
• Lead service delivery models, ensuring best-in-class customer experience and operational excellence
• Oversee loyalty systems operations (LMS, CRM, card linking, receipt scanning, etc.) ensuring performance, stability, and security
• Manage partner and merchant operations, including onboarding, integration, and ongoing support
• Drive continuous improvement across customer journeys (onboarding, earning, redemption, complaints handling)
• Establish and govern SLAs, KPIs, and operational frameworks (NPS, resolution time, platform stability, etc.)
• Act as a senior escalation point for operational risks and service issues
• Lead vendor management, outsourcing models, and cost optimization strategies
• Build and develop high-performing teams with a strong customer-first culture

Key Requirements

• Minimum 10+ years of experience in customer operations, service delivery, or operations leadership
• At least 3+ years in a managerial role
• Strong background in loyalty programs, financial services, payments, or large consumer ecosystems
• Proven experience managing complex partner/vendor ecosystems
• Strong understanding of SLAs, KPIs, operational governance, and compliance frameworks
• Analytical mindset with experience leveraging VOC and data-driven insights
• Excellent stakeholder management and executive communication skills
• Bachelor's degree in Business Administration, Operations, or related field (Postgraduate preferred)

Why This Role?

This position offers the opportunity to:

Lead operations at scale within a high-growth environment

Drive innovation in customer experience and loyalty platforms

Work closely with senior leadership and cross-functional teams

Shape the future of a dynamic and evolving customer ecosystem

Interested candidates or referrals are welcome to connect or apply directly.