Brand Manager
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Key skills for this role
Role Overview
The role leads a high-performing Customer Relationship Centre team for a global premium automotive brand.
The position combines people leadership, customer experience management, project delivery, and process improvement across regional markets.
Key Skills for This Role
Full Job Posting
Role Overview
The role leads a high-performing Customer Relationship Centre team for a global premium automotive brand.
The position combines people leadership, customer experience management, project delivery, and process improvement across regional markets.
Operational Leadership
- Lead, coach, and develop the CRC team.
- Drive workflow optimization, resource planning, and operational efficiency.
- Monitor KPIs and SLAs and manage customer goodwill budgets.
- Support retailers in delivering high-quality customer experiences.
Strategic Management
- Analyze customer service trends and provide insights to senior management.
- Partner with regional market teams on opportunities and challenges.
- Lead digital transformation and continuous improvement initiatives.
- Collaborate with Sales, Marketing, and Brand teams.
Customer Experience
- Oversee complex customer cases and high-priority escalations.
- Manage mystery shopping and service quality initiatives.
- Implement customer feedback-driven improvements.
- Drive adoption of new communication channels and digital engagement tools.
Processes and Systems
- Lead CRM enhancements and deployment initiatives.
- Optimize customer case management processes.
- Develop and implement standard operating procedures.
- Promote digital tools and best practices across markets.
Requirements
- At least 5 years of experience in a Customer Relationship Centre or customer experience environment is required.
- Experience leading customer service teams and managing digital transformation or process improvement projects is required.
- Experience using CRM platforms and customer service technologies is required.
- Fluent English and Arabic are required.
- Automotive industry experience is required, with premium automotive customer service experience highly desirable.
- Strong analytical, problem-solving, stakeholder management, communication, organizational, and time-management skills are required.
Additional Qualifications
- A relevant bachelor’s degree or equivalent professional experience is required.
- Events management, activations, or creative production experience is listed as an additional qualification.
Compensation
- Pay is AED 12,000 to AED 15,000 per month.
Workplace
- The work location is in person.
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