Job description & Responsibilities:

• Customer Experience Accountability: Fully responsible for CX delivery, encompassing CX

Culture, Governance, Design, and Communications. Lead the Dubai and Singapore teams for
all Entertainment and F&B brands in both countries, aiming to create unique and original
experiences for each venue.

• Customer Experience Management: Oversee all customer interactions, ensuring timely,

accurate, and helpful support. Design and direct strategic mechanisms for continuously
refining customer experiences, leveraging market and technological advancements. Develop
and lead a core VIP management team to deliver a differentiated value proposition to
privileged customers.

• Strategic Leadership: Develop and implement a comprehensive customer support strategy

that aligns with overall business objectives and enhances the user experience. Strategize and
elucidate pivotal insights into customer engagements, creating frameworks for enhanced
visibility and strategic leverage.

• Strategic Development: Formulate and advance high-level strategic plans to translate

insights into globally impactful strategies, meticulously curated for the tech ecosystem
suitable for the group’s companies.

• Team Development: Lead, mentor, and grow a high-performing team, ensuring they have the

resources, training, and motivation to succeed.

• Problem Resolution: Establish efficient processes for handling customer inquiries,

complaints, and issues, ensuring swift and satisfactory resolution. Analyze feedback to
identify trends and areas for improvement, implementing changes to enhance service quality.
Collaborate with the operations team to oversee complaint management & Improvement
plans.

• Partnerships and Collaboration: Cultivate and maintain influential partnerships with

Executive Leadership (EL) and key stakeholders globally, championing synergistic alliances
across our Group companies. Collaborate closely with EL, Business Units (BU), Enablers, and
Countries to define, develop, and execute the Customer Experience strategy and framework.
Ensure alignment of CX strategies and initiatives across in-country BUs to meet their goals.

• Compliance and Security: Ensure all customer support practices comply with relevant

regulations and maintain customer safety and security. Represent customer experience on
cross-functional projects to develop customer-oriented products, services, campaigns, and
communications.

• KPI Development: Provide feedback on developing and refining KPI measures to Executive

Leadership (EL) for guidance and decision-making where necessary.


Job Qualifications and Requirements:

• Educational Background: Holds a Master’s Degree in Business Administration/Computers or

related disciplines from recognized universities.

• Professional Experience:

• Over 8 years of leadership experience in customer service, with more than 5 years in

customer experience management, preferably within the Entertainment/IT Service
Management industry.

• At least 5 years of current or prior experience in management consulting, with a proven

ability to drive strategic initiatives and solve complex business challenges.

• Industry Knowledge:

• Comprehensive understanding of Entertainment, Food & Beverage sectors, IT products

and services, industry practices, and regulatory frameworks.

• Demonstrated business leadership and expertise with an exceptional reputation and

extensive network in the IT, Entertainment, and Food & Beverage sectors.

• Customer Engagement:

• Extensive expertise in customer lifecycle and retention strategies, showcasing a deep

understanding of how to engage and retain customers over the long term.

• Exceptional service orientation and outstanding interpersonal skills to engage effectively

with VIP guests.

• Leadership and Culture:

• Proven ability to build a strong culture of service excellence and growth opportunities to

attract and retain top local talents in each location.

• Strong leadership abilities, including performance management and coaching skills, to

inspire and motivate the team.

• Communication Skills:

• Exceptional communication and interpersonal skills, with the ability to interact effectively

with diverse stakeholders across different entities and regions.

• Demonstrated ability to set and achieve ambitious goals by fostering a culture of

continuous improvement and excellence.

• Technical Skills:

• Preferred working knowledge in Canva and proficiency in Microsoft Word, Excel, and

Power Point.

• Work Flexibility:

• Willingness to work extended hours, including late nights or early mornings, covering

Dubai and Singapore locations.

• Flexibility to travel overseas approximately 50% to 60% of the time
  

Interested candidates may send their resumes to vaikoashiyana@gmail.com or apply
through the application system. Shortlisted candidates will be contacted.