Job Description

Royal Smart Limousine (RSL) is Dubai's premier luxury transportation provider, offering high-end travel solutions to individual and corporate clients, hospitality groups, government institutions, and VIP guests. With a strong focus on excellence, technology, and service reliability, RSL continues to set industry standards in luxury ground transportation.

As we grow our presence in the retail and direct-to-consumer market, we are looking for an experienced and performance-driven

B2C Manager

to lead and expand our consumer-focused offerings.

Position Overview

The B2C Manager will be responsible for overseeing and expanding all direct-to-consumer limousine service channels, including web, app, retail booking counters, and call centers. This role demands a strong understanding of B2C marketing, customer journey optimization, pricing strategies, customer service management, and digital platform operations. The ideal candidate is customer-centric, data-driven, and capable of driving both user acquisition and retention.

Key Responsibilities

1. B2C Strategy & Business Development

Develop and execute a B2C growth strategy aligned with company goals. Launch and manage campaigns to increase consumer bookings via app, website, and offline channels. Identify new revenue opportunities, partnerships, and seasonal campaigns to boost bookings.

2. Customer Experience Management

Design and continuously improve customer journeys across all digital and physical B2C channels. Ensure a consistent five-star service experience for all individual clients. Oversee the customer support team handling individual bookings, complaints, and service recovery.

3. Booking & Channel Operations

Manage and monitor all app, website, and walk-in consumer bookings. Ensure operational readiness and chauffeur allocation for real-time and scheduled bookings. Coordinate with the transport operations team for seamless service delivery.

4. Pricing, Promotions & Campaigns

Develop dynamic pricing models for consumer bookings in coordination with finance and operations. Implement and monitor promotional codes, campaigns, and customer loyalty programs. Track campaign performance and consumer engagement metrics using CRM and ERP tools.

5. Technology & Platform Oversight

Collaborate with tech teams to improve the functionality and UX/UI of RSL's mobile app and website. Oversee real-time dashboards and reports related to B2C operations and consumer satisfaction. Ensure integration between customer channels and backend systems (e.g., ODOO ERP).

6. Analytics & Reporting

Analyze booking trends, consumer behavior, and performance metrics to inform strategy. Prepare and present weekly and monthly reports on B2C revenue, client feedback, and KPIs. Recommend actions based on data insights to improve efficiency and growth.

7. Leadership & Team Management

Lead and mentor a team of customer service agents, digital booking specialists, and counter staff. Define KPIs, monitor team performance, and implement training as needed. Promote a customer-first culture across all levels of service delivery.

Key Requirements

Experience:

Minimum 4-6 years in B2C operations, customer experience, or consumer sales, preferably in transportation, hospitality, or mobility services.

Education:

Bachelor's degree in Business, Marketing, Hospitality, or related field (Master's is a plus).

Technical Skills:

Strong knowledge of CRM tools, ERP systems (preferably ODOO), and digital booking platforms.

Communication:

Exceptional written and spoken English; additional languages (e.g., Arabic, Russian, Chinese) are a plus.

Analytical Skills:

Proficient in Excel and data visualization tools; comfortable working with performance dashboards and KPIs.

Leadership:

Ability to manage cross-functional teams and align customer service goals with business objectives.

Customer Focus:

Passionate about delivering outstanding customer experiences and solving problems quickly and creatively.
Job Type: Full-time

Pay: AED5,000.00 - AED8,000.00 per month