Customer Experience & Travel Support Manager

Position Title: Customer Experience & Travel Support Manager

Employment Type: Full Time

Salary: depending on experience and qualifications

Job Location: Dubai, UAE

About the Client:

A Dubai-based travel company with more than 20 years of experience delivering exceptional holiday experiences worldwide.

Job Description:

• Lead and manage the Customer Experience & Travel Support function, ensuring consistently high service standards throughout the post-booking and travel journey, including customer inquiries, amendments, urgent requests, and travel-related support.
• Take ownership of complex customer cases, escalations and service recovery, coordinating effectively with internal departments, suppliers, travel partners, and other stakeholders to achieve timely and customer-focused resolutions.
• Drive operational excellence and continuous improvement by monitoring service KPIs, response times, customer satisfaction, recurring service issues, workflows, resource allocation, and team performance, particularly during peak travel periods.
• Lead, coach and develop the customer-facing team by establishing clear standards of accountability, service quality and performance, while using CRM systems, customer feedback, data and technology to improve customer experience, retention and operational efficiency.

Qualifications:

• With minimum 5 years of relevant experience in Customer Experience, Travel Operations, Travel Support, Guest Relations or a related customer-facing function, including at least 3 years in a managerial/team leadership capacity.
• Strong preference for candidates with direct experience within a reputable travel agency, tour operator, DMC, OTA, airline, hospitality group or travel technology company, with a solid understanding of international travel and the post-booking customer journey.
• Proven ability to lead high-volume customer operations and manage complex escalations, service recovery, difficult customer situations, team performance, workforce priorities and cross-functional stakeholder coordination.
• Bachelor's degree in Business Administration, Tourism, Hospitality, Management, Operations or a related discipline, with strong exposure to CRM/customer-service systems and performance metrics; professional training or certifications in Customer Experience, COPC, Lean Six Sigma, Operational Excellence, Leadership or Project Management will be a strong advantage.

How to Apply:

Send your CV in word format to: CUSTOMERSERVICEJOBS2020 AT GMAIL DOT COM and use “ Customer Experience & Travel Support Manager ” as email subject