We are seeking an experienced UAE National for the position of Head of Customer Service & Social Research. This is a leadership role requiring a strong combination of people skills, operational oversight and strategic thinking, with responsibility for leading teams, overseeing customer service functions and managing social research activities.

Key Responsibilities

• Lead and oversee customer service and social research functions, ensuring efficient operations and high standards of service delivery.
• Manage, develop and motivate teams, setting clear objectives and monitoring performance against departmental targets.
• Establish and implement strategies to improve customer satisfaction, service quality and operational efficiency.
• Oversee social research activities, ensuring information and findings are accurately analysed and used to support organisational objectives.
• Monitor customer feedback, service trends and research outcomes to identify opportunities for improvement and recommend appropriate actions.
• Develop and implement policies, procedures and performance standards to enhance service delivery and ensure consistency across all functions.
• Prepare reports and present findings, performance updates and recommendations to senior management to support strategic planning and decision-making.
• Build and maintain effective relationships with key stakeholders, ensuring a coordinated approach to customer service and research initiatives.

Key Requirements

• Bachelor’s degree in a relevant discipline.
• Minimum 5 years of relevant professional experience.
• Minimum 3 years of experience in a managerial or senior leadership role.
• Proven experience managing teams and overseeing departmental operations.
• Strong leadership, organisational and decision-making skills, with the ability to drive performance and maintain high service standards.
• Excellent analytical skills, with the ability to interpret research findings, identify trends and support informed decision-making.
• Strong stakeholder management and communication skills, with the ability to engage effectively with senior management and relevant internal and external stakeholders.
• Fluent Arabic and excellent English communication skills.

Ref: TH219849