Role: Director of Customer Experience (CX)
Location: Dubai, UAE
Industry: Premium Wellness, Hospitality & Lifestyle Tech
Company Type: High-growth Scaled Platform (Confidential Client)
Experience Required: 10–12 years (with 3-5 years leading multi-country or scale-up support functions)
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Exciting Executive Opportunity: Relocate to Dubai!
Are you an inspirational, data-driven CX Leader looking for your next big career move? Our client, a pioneer and market-leading Premium Wellness & Lifestyle platform operating across the UAE, Qatar, Bahrain, Oman, and soon expanding into Southeast Asia, is looking for a Director of Customer Experience to join their leadership team in Dubai.
This is not a traditional corporate customer service role. This is an opportunity to shape, build, and scale a world-class member experience for a premium subscription product on an unstoppable journey of growth.
What will you do?
As the Director of CX, you will define and drive the long-term global strategy of the member support function. You will balance operational excellence with the premium, human touch that defines the brand.
* Strategic Leadership: Own the global CX operating model, aligning customer service with rapid international expansion and commercial objectives.
* Tech Stack Evolution: Set the technology vision for CX. In partnership with Product & Engineering, you will evolve the tech stack (CRM, ticketing, automation, AI tools, and CSAT/NPS platforms) to drive efficiency at scale.
* Performance & Insights: Own global KPIs (NPS, CSAT, resolution time, service cost per member). Transform data into actionable insights to influence cross-functional business decisions.
* Team Scaling: Build, structure, and empower a high-performing, multi-country member support team, leading through empathy and a people-centric approach.
Who are we looking for?
* The Experience: 10–12 years of experience in Customer Service / Member Experience, with at least 3–5 years leading a multi-country or high-growth scale-up function.
* Sector Affinity: Experience in subscription-based models, marketplaces, lifestyle, wellness, travel, tech, or hospitality industries is highly valued.
* Tech-Savvy Mindset: Deep understanding of modern CRM systems, automated workflows, and AI-driven support solutions.
* The Personality: A unique mix of strategic vision and hands-on operational capability. An empathetic, genuine leader who leads with self-awareness rather than hierarchy, but is deeply analytical when looking at dashboards and metrics.
* Language: Native or Full Professional English proficiency.
What’s on offer?
* Full Relocation Support to Dubai (including flights, initial accommodation, and visa processing).
* Tax-free competitive executive salary package.
* Medical insurance and premium perks.
* The chance to work in a dynamic, multicultural, and fast-paced hub with a highly empowered team.
Intrigued?
If you are ready to take the leap, move to Dubai, and leave your mark on a rapidly growing premium brand, we want to hear from you.
Note: This recruitment process is being handled with strict confidentiality. xhfqzwm Company details will be shared with shortlisted candidates during the first interview stage.
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