Customer Experience & Travel Support Manager

Position Title: Customer Experience & Travel Support ManagerEmployment Type: Full Time Salary: depending on experience and qualifications Job Location: Dubai, UAEAbout the Client: A Dubai-based travel company with more than 20 years of experience delivering exceptional holiday experiences worldwide.Job Description:Lead and manage the Customer Experience & Travel Support function, ensuring consistently high service standards throughout the post-booking and travel journey, including customer inquiries, amendments, urgent requests, and travel-related support.Take ownership of complex customer cases, escalations and service recovery, coordinating effectively with internal departments, suppliers, travel partners, and other stakeholders to achieve timely and customer-focused resolutions.Drive operational excellence and continuous improvement by monitoring service KPIs, response times, customer satisfaction, recurring service issues, workflows, resource allocation, and team performance, particularly during peak travel periods.Lead, coach and develop the customer-facing team by establishing clear standards of accountability, service quality and performance, while using CRM systems, customer feedback, data and technology to improve customer experience, retention and operational efficiency.Qualifications:With minimum 5 years of relevant experience in Customer Experience, Travel Operations, Travel Support, Guest Relations or a related customer-facing function, including at least 3 years in a managerial/team leadership capacity.Strong preference for candidates with direct experience within a reputable travel agency, tour operator, DMC, OTA, airline, hospitality group or travel technology company, with a solid understanding of international travel and the post-booking customer journey.Proven ability to lead high-volume customer operations and manage complex escalations, service recovery, difficult customer situations, team performance, workforce priorities and cross-functional stakeholder coordination.Bachelor's degree in Business Administration, Tourism, Hospitality, Management, Operations or a related discipline, with strong exposure to CRM/customer-service systems and performance metrics; professional training or certifications in Customer Experience, COPC, Lean Six Sigma, Operational Excellence, Leadership or Project Management will be a strong advantage.How to Apply:Send your CV in word format to: CUSTOMERSERVICEJOBS2020 AT GMAIL DOT COM and use “Customer Experience & Travel Support Manager” as email subject