Send me Jobs like this
Experience
10 - 15 Years
Job Location
Education
Bachelor of Business Administration(Management)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Operational Leadership
- Manage daily operations across all channels (phone, email, live chat, social, e-commerce support).
- Monitor performance against SLAs, KPIs, and luxury service benchmarks.
- Drive issue resolution, escalation management, and root-cause analysis.
- Ensure workforce planning, scheduling, and staffing are optimized for service excellence.
Transition & Change Management
- Lead transitions for new maisons, markets, or services into the call center ecosystem.
- Oversee setup of new teams, training, and knowledge transfer. Experience is managing rebadging of resources will be an advantage
- Ensure smooth implementation of new technologies (AI, automation, CRM platforms).
- Establish governance mechanisms for change management and service continuity.
Client Experience & Quality
- Partner with maisons to tailor support to brand-specific tone and expectations.
- Develop a quality and training framework that ensures interactions reflect brand s luxury ethos.
- Translate Voice of the Customer insights into tangible improvements.
- Embed personalization and empathy into service design.
People Leadership
- Recruit, coach, and develop a multilingual, multicultural team.
- Create a luxury service culture with accountability, motivation, and engagement.
- Establish career development pathways and ensure retention of top talent.
Governance & Compliance
- Deliver all contractual and performance commitments.
- Maintain robust reporting, documentation, and operational audits.
- Partner with compliance and brand teams to safeguard client data and brand reputation.
Continuous Improvement & Innovation
- Identify opportunities for process optimization and cost efficiency without compromising luxury standards.
- Champion innovation in CX delivery (digital channels, AI, proactive service).
- Benchmark against industry best practices to maintain client s leadership in service.
Stakeholder Engagement
- Act as the primary operational partner for maisons and regional leadership.
- Provide actionable business insights, reports, and recommendations.
- Collaborate with retail, logistics, e-commerce, and CRM teams to deliver an integrated client journey.
Desired Candidate Profile
Qualifications & Experience
- Bachelor s degree in Business, Operations, or related field (Master s preferred).
- 10+ years of call center / CX operations experience, with at least 3+ years in leadership.
- Proven experience in luxury or other premium services ( within BPO/call center outsourcing) preferred.
- Demonstrated success in transitions, client onboarding, implementations, or large-scale operational setups.
- Expertise in CRM and CX platforms (Genesys, Salesforce, Zendesk, etc.).
- Commercial acumen: experience in budgeting, cost control, and efficiency management.
- Fluent in English; other languages (Arabic, French, German, Italian etc.) are an asset.
Personal Attributes
- Polished and professional presence consistent with luxury service environments.
- Client-first mindset with empathy and attention to detail.
- Resilient under pressure, structured in problem-solving.
- Hands-on, collaborative, and solutions-oriented leader.
- Culturally agile and comfortable managing diverse, multilingual teams.
Company Industry
Department / Functional Area
Keywords
- Operations Manager
Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com
Concentrix Corporation