Associate Director - Customer Experience

About Us

JOB DESCRIPTION

DMCC is a government entity established in 2002 to enhance commodity trade flows through Dubai. We perform a range of roles which continue to position Dubai as the preferred destination for global commodities trade and DMCC as the world’s No.1 Free Zone.

Company Profile:

DMCC is a center of global trade. Headquartered in Dubai, DMCC is the world’s most interconnected Free Zone, home to over 25,000 member companies and the leading trade and enterprise hub for commodities. Whether developing vibrant neighborhoods with world-class property like Jumeirah Lakes Towers and the much-anticipated Uptown Dubai or delivering high-performance business services, DMCC provides everything its dynamic community needs to live, work, and thrive. Made for Trade, DMCC is proud to sustain and grow Dubai’s position as the place to be for global trade today and long into the future.

Role Summary:

Lead the development and execution of DMCC’s customer experience strategy by integrating the contact centre, key accounts, and loyalty programs into a seamless, brand-aligned journey. Drive member satisfaction, deepen engagement, and foster long-term loyalty by embedding best-in-class CX practices across every touchpoint. Leverage data-driven insights and behavioural understanding to continuously enhance the experience, strengthen retention, and proactively mitigate churn.

Key Responsibilities:

• Ensure effective cascading of the divisional strategy into department business plans to ensure vertical alignment and horizontal integration with other interfacing departmental strategies.
• Drive the enterprise-wide customer-experience roadmap, ensuring alignment with DMCC’s corporate strategy, brand promise, and the data-innovation agenda.
• Translate CX objectives into measurable financial and retention goals.
• Manage the effective achievement of assigned objectives through the leadership of the department by setting of individual objectives, managing performance, developing, and motivating staff to maximize performance.
• Lead the talent development initiatives for the assigned department, collaborating with experts and thereby ensure the availability of talent to fit business requirements.
• Manage the preparation and recommend the department budget and monitor financial performance versus the budget while ensuring all activities are conducted in line with the approved guidelines.
• Design, manage and ensure effective implementation of department policies, procedures and controls covering all areas of assigned department activity so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.
• Ensure awareness of and alignment to the organization compliance manual and the code of ethics.
• Lead the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
• Ensure that all department reports are prepared timely and accurately and meet DMCC’s and departmental requirements, policies, and quality standards.
• Lead the implementation of a unified digital engagement platform by integrating digital portals, mobile apps, and in-person service centers to provide a consistent, high-quality customer experience and optimize operational efficiency and member convenience.
• Direct the development of key customer experience metrics, such as Member Satisfaction Indices and First-Contact Resolution Rates, by defining performance benchmarks and tracking real-time service data to measure service effectiveness and ensure continuous alignment with DMCC’s strategic priorities
• Oversee the full member lifecycle, from onboarding to issue resolution, ensuring every touchpoint is optimized for simplicity, and satisfaction.
• Oversee DMCC’s retention strategy and frameworks as a core pillar of the customer-experience program, sustaining the member base and reducing churn.
• Design and manage omnichannel VoC programme, integrate real-time dashboards and run closed-loop action plans
• in order to assess customer pain points and enhance service delivery across all touchpoints.
• Review key performance indicators, such as service response times, call resolution rates, and sentiment analysis, by conducting periodic assessments and performance monitoring in order to identify service gaps and drive continuous improvement initiatives.
• Lead the development of standardized account management frameworks and best practices by aligning service protocols with DMCC’s strategic priorities to strengthen long-term client relationships and enhance service consistency.
• Examine customer data analytics by analyzing service usage trends, engagement metrics, and feedback insights to assess member needs, identify growth opportunities, and provide tailored service enhancements that optimize service delivery.
• Lead the implementation of performance metrics, such as Member Satisfaction Indices, First-Contact Resolution Rates, and Service Response Times, by integrating real-time reporting tools and structured evaluation mechanisms to measure the effectiveness of account management strategies and improve member retention, loyalty, and advocacy.
• Lead the implementation of data-driven loyalty initiatives by leveraging behavioral analysis, transaction history, and engagement trends to align with customer preferences and maximize program effectiveness and member participation.
• Manage partnerships with premium service providers and exclusive benefits by curating high-value collaborations, negotiating agreements, and ensuring service quality to expand loyalty offerings and create differentiated value tailored to DMCC’s diverse member base, from SMEs to global enterprises.
• Oversee the development and implementation of advanced analytics tools by utilizing AI-driven insights, predictive modeling, and customer lifetime value assessments to track program performance, conduct sentiment analysis, and refine loyalty strategies that increase member satisfaction and retention.
  
  

Qualifications:

• Bachelor’s degree in Business Administration or a related field from an accredited university.
• A Master’s degree in Business Administration or a related field from an accredited university is preferred.
• 7+ years of experience in Customer Experience Management or any related field.
• Familiarity with Local Authority regulations and personnel would be an advantage.
  
  

The successful candidate will enjoy the following:

• Working at the world’s best Free Zone with highly motivated colleagues
• A very diverse workforce from all around the globe
• Well-being initiatives all over the year
• Market competitive basic salary
• Housing allowance
• Transportation allowance
• National Allowance
• Annual flight allowance
• Other alternative family benefits
• Pension Scheme
• Discretionary bonus schemes
• Generous annual leave
• Medical and life insurance cover
• Free covered parking
• Retail discounts with over 450 outlets across JLT.