Senior Manager - Customer Care & Engagement

MAIN OBJECTIVE OF ROLE

To oversee the delivery of exceptional service across all customer care touchpoints, driving meaningful customer engagement strategies that ensure that all customer interactions are consistent, empathetic, and aligned with flydubai’s brand promise to build trust, loyalty, and satisfaction throughout the travel journey.

Key Responsibilities

• Oversees and continuously enhances operations of the contact center (in-house and outsourced), social media support, and post-travel complaint resolution.
• Ensures efficient and timely handling of queries, complaints, refunds, and disruptions across all communication channels.
• Defines and enforces SLA targets, quality assurance programs, and agent performance metrics.
• Leads the escalation and resolution of high-impact customer issues in collaboration with Legal, Ground Services, and Revenue teams.
• Develops and executes proactive engagement initiatives to increase brand trust and loyalty and lead initiatives that humanize the customer relationship, including “We Hear You” campaigns, post-flight surveys, and personalized follow-ups.
• Collaborates with Digital and Loyalty teams to create multi-channel engagement journeys, including email, app notifications, and SMS touchpoints
• Establishes and leads flydubai’s Voice of the Customer program, gathering insights from Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), complaints, and social listening identifying service gaps.
• Identifies recurring issues and drives cross-functional service recovery and process improvement initiatives.
• Presents feedback trends and customer sentiment reports to senior leadership on a regular basis.
• Builds and manages the customer communication strategy for operational disruptions, including delays, cancellations, and service changes.
• Collaborates with Communications, Airport Operations, and Cabin Services to ensure real-time updates and empathetic service recovery.
• Leads, mentors, and grows a team of customer service managers, team leads, and frontline agents.
• Delivers regular training and engagement workshops focused on emotional intelligence, complaint handling, and customer connection.
  
  

Qualifications

• Bachelor's Degree (3+ years)
• Bachelor’s degree in Business, Communications, Customer Experience, or related field. (Master’s preferred)
• Fluent in English (other languages an advantage)
• Experience in customer service or customer experience leadership roles, with at least 3–5 years in aviation, travel, or hospitality. Strong operational experience managing multi-channel customer care operations (phone, email, social, chatbot). Experience with VoC programs, service recovery frameworks, and customer engagement planning.
• 10 - 12 years
  
  

COMPETENCIES

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)
• Decision Making
• Inspiring & Developing Others
• Strategic Thinking
• Business Acumen
  
  

Isr Requirements

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.