Customer Experience Manager

To manage and enhance the end-to-end customer experience across Dubai Metro and Tram by driving high-impact initiatives, maximizing customer happiness, and ensuring consistent delivery of service excellence. The role is accountable for achieving KPIs and SLAs, optimizing ROI, and fostering collaboration with RTA, MHI, and Keolis Group. It champions data-driven improvements, cross-functional integration, and a customer-first culture through strategic planning and operational alignment.

  KEY RESPONSIBILITIES

Strategic

• Lead and implement customer experience strategies aligned with Keolis-MHI’s vision and the RTA's customer-first mandate across Dubai Metro and Tram.
• Drive initiatives to enhance customer communications and experience, integrating feedback from clients, stakeholders, and internal teams.
• Identify opportunities to improve the customer journey in collaboration with Marketing, Communication, and Operations functions.
• Analyse customer trends, mystery shopper results, and survey data to create actionable strategic plans that elevate service standards

Financial

• Monitor and manage customer-related KPIs and service performance metrics in collaboration with the Performance and Finance teams.
• Ensure optimal resource allocation and efficiency within customer service operations to meet SLA obligations.
• Track and report on customer communication performance, identifying trends and proposing cost-effective solutions for improvement.

Stakeholder / Customer 

• Represent Keolis-MHI in customer service discussions with RTA and other external stakeholders including Finance, ACS, Contact Centre, and CSC departments.
• Lead collaboration with the RTA Customer Service team to enhance joint processes, procedures, and service delivery models.
• Liaise with Marketing and Passenger Services to ensure accurate signage and public communications during campaigns, service updates, or special events.
• Handle complex NOL complaints and coordinate with the Revenue Department to ensure swift resolution and customer satisfaction.

Operational

• Oversee the daily execution of customer communication cases via the CRM system, ensuring timely closure within contractual timelines.
• Chair internal service review meetings to align all departments on communication standards, feedback loops, and service improvements.
• Manage escalations and customer complaints in line with contractual and internal service standards.
• Ensure cross-departmental readiness during events, service changes, or disruptions by aligning with marketing, operations, and communications units.
• Generate and analyse weekly and monthly performance reports to identify gaps and enforce corrective action plans

     Capability/People

• Manage , mentor, and coach the Customer Experience team to uphold service excellence.
• Design and deliver internal training programs to strengthen frontline staff capabilities in delivering exceptional service.
• Participate in recruitment, onboarding, and performance reviews for customer service staff.Manage , mentor, and coach the Customer Experience team to uphold service excellence.
• Continuously enhance team readiness through feedback-driven learning, knowledge sharing, and regular capability assessments.

     Dimensions

• Covers Dubai Metro & Tram networks
• Cross-functional scope (Marketing, Communications, Ops)
• Manages CRM & customer communication tools
• Interfaces with RTA and Keolis-MHI subsidiaries
• Leads customer service KPIs & performance tracking
• Supervises customer experience team
• Office environment. Occasional travel may be required.

MINIMUM QUAIFICATIONS