Job Scope:
The Head of Customer Interaction Centre will lead the Customer Engagement and Digital Sales function across Al Masaood Automobiles, covering Nissan, INFINITI, Renault, Auto Central, Leasing/CPOV and other approved customer-facing operations in Abu Dhabi, Al Ain and the Western Region. The role will oversee inbound customer care, digital sales and lead management, outbound service telesales, customer reminders, retention and recovery activities, customer complaints and approved value added product opportunities. The position will be responsible for delivering a consistent and commercially effective customer experience across voice, WhatsApp, live chat, web and other approved channels.
The role will use CRM and contact centre platforms, operational dashboards, Voice of Customer insights, quality monitoring and speech analytics to improve customer satisfaction, lead conversion, appointment generation, retention, productivity and revenue contribution.
Core Responsibilities:
- Lead the integrated Customer Engagement and Digital Sales operating model across all AMA brands, ensuring consistent service delivery and strong commercial performance.
- Digital Sales and Lead Management
- Manage digital leads, appointment setting, outbound campaigns, service telesales, customer follow ups and retention initiatives to maximise conversion and customer lifetime value.
- Lead the integrated Customer Engagement and Digital Sales operating model across all AMA brands, ensuring consistent service delivery and strong commercial performance.
- Manage digital leads, appointment setting, outbound campaigns, service telesales, customer follow-ups and retention initiatives to maximise conversion and customer lifetime value.
- Establish and monitor KPIs covering service levels, responsiveness, quality, productivity, lead contactability, appointment conversion, sales conversion, retention, recovery, upselling and revenue contribution.
- Use Qlik, CRM information and operational dashboards to identify performance gaps, implement corrective actions and report measurable customer and commercial results.
- Lead team leaders, supervisors and functional leads while ensuring effective workforce planning, coaching, performance management, recognition, succession planning and employee development.
- Use quality monitoring, Voice of Customer feedback, complaint trends and speech or text analytics to identify customer pain points, improve service recovery and reduce repeat contacts and customer effort.
- Drive the continuous improvement of telephony, IVR, CRM, case management, WhatsApp, live chat, digital lead flows, speech analytics and reporting systems in partnership with Digital, Data and IT teams.
- Work closely with Sales, Aftersales, Marketing, Customer Experience, Digital and Data, HR, IT and brand teams to align priorities, resolve operational issues and implement business improvements.
- Ensure compliance with approved policies, procedures, customer communication standards, data privacy requirements and applicable UAE regulations.
- Identify opportunities to improve customer satisfaction, operational efficiency, lead conversion, retention, revenue contribution and overall customer lifetime value.
Background and Experience:
- A bachelor’s degree in Business Administration, Customer Experience, Marketing, Digital Business, Operations Management or a related discipline.
- 8 to 10 years of experience in customer engagement, contact-centre management, digital sales, appointment setting, service telesales, customer operations or a similar customer-facing environment.
- At least 3 years of experience in a leadership role with responsibility for KPI performance and operational results.
- Proven experience managing sizeable frontline teams through team leaders, supervisors or functional leads.
- Strong experience in omnichannel customer service and sales operations, including voice, WhatsApp, live chat, web and CRM platforms.
- A proven track record in lead management, outbound campaigns, service retention, customer recovery, complaints management and digital engagement.
- Experience in automotive sales and aftersales, insurance, value-added products or comparable multi-channel commercial operations is highly desirable.
- Professional qualifications in contact-centre management, customer experience, digital sales, leadership or service operations would be an advantage.
Required Knowledge and Capabilities:
- Contact-centre and customer engagement management.
- Digital sales and omnichannel customer engagement.
- Lead conversion, appointment setting and service telesales.
- Customer retention, recovery and upselling.
- Qlik, dashboards, reporting and KPI governance.
- Customer Experience, Voice of Customer and customer journey management.
- Quality management, speech analytics and complaint handling.
- Workforce planning and performance management.
- Coaching, leadership and team development.
- Lean continuous improvement and change management.
- UAE compliance, data privacy and customer communication requirements.
