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Senior Customer Support Manager
Cara Jewellers
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered 2 weeks ago
Customer support strategyService-level agreementsOmnichannel customer experienceEscalation and complaint managementVIP customer managementSalesforce
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Customer support strategyService-level agreementsOmnichannel customer experience
Role Overview
CARA Jewellers is seeking a Senior Customer Support Manager to lead its customer support function.
The role delivers a proactive, client-centric experience across retail, digital, e-commerce, and social channels.
Key Skills for This Role
Customer support strategyService-level agreementsOmnichannel customer experienceEscalation and complaint managementVIP customer managementSalesforce
Full Job Posting
Role Overview
CARA Jewellers is seeking a Senior Customer Support Manager to lead its customer support function.
The role delivers a proactive, client-centric experience across retail, digital, e-commerce, and social channels.
What You Will Own
- Own customer support strategy, service-level agreements, and luxury-brand service standards.
- Manage the omnichannel experience across stores, WhatsApp, email, social, and e-commerce.
- Manage escalations and complaints, including VIP and high-value cases.
- Drive Salesforce CRM adoption and data-driven reporting on customer satisfaction, resolution rates, and retention.
- Own the after-sales journey covering repairs, servicing, warranties, and long-term client relationships.
- Train, coach, and oversee quality assurance for a client-facing team.
What You Bring
- Eight or more years of customer service or customer experience experience, including three or more years in a senior leadership role.
- Experience in luxury, jewellery, fashion, hospitality, or premium retail.
- A proven record of building or scaling support functions and service standards.
- Strong CRM fluency, with Salesforce preferred, and a data-driven mindset.
- Exceptional discretion, emotional intelligence, and stakeholder management.
- Fluent English is required; Arabic is a plus.
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