Associate Director - Customer Experience

DMCC (Dubai Multi Commodities Centre)

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.
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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.