Customer Contact Centre Manager

Client of Arkpeoplesolutions

Posted 30+ days ago

Experience

5 - 10 Years

Job Location

Dubai - United Arab Emirates

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

A fast-growing lifestyle hospitality group is looking for an operationally strong quality driven sharp leader to head up its Central Reservations and Guest Contact function across multiple properties.

You'll lead the team that shapes the guest journey before check-in even begins.

In this role, you'll:

  • Lead and transform a centralised Reservations & Guest Contact operation across multiple hotels
  • Drive booking conversion and revenue performance across all contact channels
  • Design and implement innovative, technology-enabled solutions that enhance efficiency and deliver measurable commercial impact
  • Coach and develop a high-performing, multi-channel team across voice, email, and digital platforms
  • Establish clear KPIs, performance standards, and a strong culture of accountability
  • Leverage data and analytics to optimise service levels, conversion, and customer engagement
  • Partner closely with Revenue, Digital, and Operations teams to align strategy, inventory, and demand performance
  • Ensure every guest interaction is seamless, responsive, and commercially effective
  • Build a scalable, future-ready Contact Centre model to support business expansion

Desired Candidate Profile

You'll thrive in this role if you:

  • Have led a large-scale Contact Centre, Central Reservations or Customer Experience function with full ownership of performance outcomes
  • Have managed multi-channel environments (voice, digital, chat, automation) in hospitality, airline, travel, retail, e-commerce or similar high-volume sectors
  • Think commercially and understand conversion, yield, upsell strategy and revenue impact
  • Have successfully implemented technology, automation or digital optimisation initiatives
  • Use data confidently to make decisions, drive accountability and improve measurable results
  • Are energised by transformation not just maintaining the status quo
  • Build and develop high-performing teams
  • Balance customer-centric thinking with operational discipline
  • Thrive in fast-growth environments where scalability and agility matter

Company Industry

Department / Functional Area

Keywords

  • Customer Contact Centre Manager

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Client of Arkpeoplesolutions

https://www.careers-page.com/ark-people-solutions-2/job/5WYR5W5R

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