Job Description

Royal Smart Limousine (RSL) is a leading luxury mobility brand in Dubai, delivering premium ground transportation solutions to individuals, corporates, VIPs, and government clients. Backed by cutting-edge technology and operational excellence, we are committed to redefining the travel experience with innovation, service, and style.

As we expand our reach in the consumer segment, we are hiring a dynamic and customer-focused

B2C Manager

to lead our direct-to-consumer operations across digital platforms and offline touchpoints.

Role Summary

The

B2C Manager

will be responsible for driving RSL's consumer-facing strategy across mobile app, website, retail counters, and the contact center. This is a hybrid role combining growth planning, customer journey ownership, and operational leadership--all with a strong focus on delivering service excellence.

Key Responsibilities

1.

B2C Strategy & Execution

Lead the design and execution of RSL's direct-to-consumer strategy. Drive customer acquisition, engagement, and retention through integrated campaigns, partnerships, and offers. Monitor market dynamics and introduce new service offerings to stay ahead of customer expectations.
2.

Customer Journey & Experience Management

Own and continuously improve the end-to-end customer journey across digital and physical channels. Enhance touchpoints to ensure seamless, premium experiences at every stage. Resolve escalated customer issues and lead initiatives that improve satisfaction and loyalty.
3.

Channel & Booking Operations

Oversee daily operations of digital and physical booking channels, including mobile app, website, and retail counters. Ensure team and system readiness for high-traffic periods, events, and special campaigns. Collaborate with operations and dispatch teams to ensure high-quality, timely trip fulfillment.
4.

Campaigns, Pricing & Loyalty

Plan and execute consumer campaigns, referral initiatives, and loyalty programs. Partner with pricing and finance teams to implement flexible, demand-based pricing models. Evaluate campaign effectiveness using KPIs and ROI analysis.
5.

Platform & Technology Collaboration

Work closely with tech and product teams to enhance the usability and performance of digital booking platforms. Ensure smooth integration between ERP (ODOO), CRM, and front-end systems. Use live dashboards and data insights to support real-time decision-making.
6.

Performance Tracking & Reporting

Track key performance metrics: booking volumes, customer lifetime value, churn, campaign success, and revenue contribution. Provide regular dashboards and reports with actionable business insights. Use data to shape customer-focused strategies and process improvements.
7.

Team Leadership

Lead, develop, and coach a high-performing team of digital booking agents, retail representatives, and customer service staff. Set clear KPIs, review performance, and foster a culture of accountability and service excellence. Implement training and onboarding programs to build capability and consistency.

Candidate Profile Qualifications & Experience

4-6 years of experience in B2C operations, digital marketing, customer experience, or sales--ideally in transportation, ride-hailing, hospitality, or e-commerce sectors. Bachelor's degree in Business, Marketing, Hospitality, or a related discipline (MBA is an advantage).

Technical Skills

Proficient in CRM platforms (e.g., Zoho, Salesforce), ERP systems (ODOO), and booking engines. Strong analytical skills with experience using Excel, Google Analytics, and reporting tools.

Soft Skills

Strong communication, leadership, and collaboration skills. Fluent in English; knowledge of Arabic or other languages is a plus. Strategic thinker with the ability to execute in fast-paced environments. Passionate about customer experience, digital innovation, and operational excellence.
Job Type: Full-time

Pay: AED5,000.00 - AED8,000.00 per month