Job Description

:
Key Job Responsibilities
Manage Customer Support Function

• Develop, implement, and monitor day-to-day operational CRM systems and processes
• Respond promptly to member and partner inquiries received through phone, social media, email, phone calls, messages and other communication channels, ensuring a professional, courteous, and solution-oriented approach.
• Build and maintain relationships with all functional heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
• Plan, monitor, and analyze key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks
• Devise strategies to ensure growth of programme, identifying and implementing process improvements that will maximize output and minimize costs
• Uphold organization policies and standards, ensuring relevant policies and regulations are followed
• Manage relationships with key operations vendors
• Oversee customer related issues and complaints
• Evaluate risk and lead quality assurance efforts
• Mentor and motivate teams to achieve productivity and engagement
• Report on operational performance and suggest improvements
• Assist with all User Acceptance Testing requirements including test case building and testing on devices
• Monitor, Analyse and deliver operations KPIs pertaining to Loyalty operations and customer service functions

Member and Partner Communication

• Respond promptly to member and partner inquiries received through phone, social media, email, phone calls, messages and other communication channels, ensuring a professional, courteous, and solution-oriented approach.
• Provide accurate information about loyalty program benefits, processes, and policies, maintaining a strong knowledge of current promotions, features, and rewards.
• Handle member concerns and escalate unresolved issues to the relevant departments, following established escalation protocols.

Issue Resolution and Service Excellence

• Investigate and resolve member complaints and service issues by identifying the root cause and offering appropriate solutions within agreed timelines.
• Collaborate with internal teams, including IT, marketing, and operations, to ensure that member issues are addressed effectively and in alignment with loyalty program policies.
• Identify common issues and recommend improvements to existing processes or member support services to enhance member satisfaction.
• Assist with all User Acceptance Testing requirements including test case building and testing on devices

Communication and Documentation

• Document all member interactions, complaints, and resolutions using the designated customer relationship management (CRM) system, ensuring accurate and up-to-date records.
• Provide regular feedback to the Loyalty Head on recurring issues, member pain points, and suggestions for service improvement.
• Assist in developing and updating reports, member service materials, FAQs, and knowledge bases to improve the effectiveness of member support.

Engagement and Loyalty Promotion

• Proactively engage with members through targeted communication and outreach initiatives to promote loyalty program participation and utilization.
• Support marketing campaigns and promotions by providing information to members, resolving queries, and encouraging participation.

Education Qualification, Work Experience & Skills
Education & Work Experience

• Degree in Business Administration or related field
• Experience as a Head of Operations or in a similar role
• Experience in loyalty program operations is highly preferred
• Superior knowledge of multiple operational functions and principles
• Proven ability to plan and manage operational processes for maximum efficiency and productivity
• Experience with budget and business plan development
• Experience in handling popular CRM and loyalty systems

Skills & Personal Attributes

• Excellent organizational and leadership qualities
• Strong working knowledge of customer care management
• Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands
• Superior negotiation skills in both internal and external settings
• Excellent interpersonal, written and oral communication skills

About Us: One of the largest business conglomerates in the UAE, the Galadari Brothers Group is driven by ambition, values and boundless experience, engaging in new ventures and maintaining its position as a significant business market player that channels over 40 world-renowned brands and over 5,500 employees from 30 different nationalities. For more than 50 years, Galadari Brothers Group has been leading business sectors such as Heavy Equipment, Automobiles, Food & Beverages, Media, Industrial Construction, Real Estate and Hospitality & Travel.
About the Team: Galadari Brothers Corporate office operates as the central hub for all executive decision making and facilitation to its subsidiary companies. It helps in driving both strategic and tactical objectives for the Group and provides a Centre of Excellence (COE) perspective to the stakeholders. It works closely with the Business Unit leadership and assists in business continuity and expansion activities, required for our sustained growth. It is currently headquartered in Dubai, UAE and is the liaison point for its worldwide presence.