Assistant Manager - Digital and CX (Information Technology)

About Dubai Holding Entertainment:

Dubai Holding Entertainment offers an impressive range of destinations and attractions that enhance the appeal and competitiveness of Dubai as an international tourism and leisure hub, with the added value of the quality of the facilities and the high standards of training, supervision, and security.

Ain Dubai, the tallest observation wheel in the world, is the jewel of the Bluewaters extraordinary and one-of-a-kind experience and is set to offer a majestic new experiential perspective from the eye in the sky across Dubai’s mesmerizing skyline.

Global Village is one of the longest established tourist attractions in Dubai having opened its doors in 1997. It offers world-class cultural and family entertainment, featuring 26 international pavilions and millions of visitors every season.

As the most recent attraction within Dubai Holding Entertainment, Dubai Parks and Resorts™ is the Middle East’s largest multi-themed leisure and entertainment destination comprising of three separate theme parks: MOTIONGATE™ Dubai, LEGOLAND® Dubai and LEGOLAND® Water Park.

Leading destinations and attractions by Dubai Holding Entertainment also include Coca-Cola Arena, the largest multipurpose indoor arena in the Middle East; Roxy Cinemas, a premiere theatre experience; and The Green Planet in City Walk, a destination that recreates a tropical forest and many more.

Dubai Holding Entertainment owns the largest radio network in the region. Arabian Radio Network (ARN) is the most dynamic multiplatform broadcaster in the UAE and is at the forefront of innovation. It provides advanced in-studio cameras, broadcasting on-air, online on smartphone apps and the Apple TV platform. ARN has ten radio stations, including Dubai Eye, Virgin Radio, Al Arabiya and Hit – reaching over 200 nationalities and 4 million listeners each week in seven languages.

Building on ARN’s commitment to embracing the future and being able to provide access to the best marketing platforms in the region, MPN by Dubai Holding Entertainment is a multimedia sales house, operating premium out-of-home assets, video production, event sponsorship and activations.

Why this role matters

Customer experience is one of the biggest drivers ofguest satisfaction, repeat visits and revenue.

Right now, feedback sits in different places. Journeys aren’t always fully mapped. Improvements don’t always move at pace.

Your job is tobring structure, data and action to that.

Get this right and you will:

• improve guest satisfaction across multiple attractions

• help the business fix real pain points

• give leadership clear, data-backed decisions

This role hasreal visibility and influence.

What you’ll be responsible for. You will take ownership of how wecollect, measure and act on customer feedbackacross DHE.

That includes:

• Implementing and managing aVoice of Customer (VoC) platform— from feedback collection through to reporting and action tracking

• Supporting thechatbot implementationand integrating it with feedback loops where relevant

• Defining and managingCX measurement frameworksacross key customer touchpoints

• Setting KPIs, tracking performance and reporting insights clearly to stakeholders

• Translating feedback and data intoclear, prioritised actionsthe business can implement

• Working cross-functionally to ensure those actions areactually delivered

• Presenting findings in a clear, structured way to supportdecision making

This is ahands-on rolefocused on delivery, not theory.

What success looks like (first 6–12 months)

• Clear, end-to-endcustomer journey mapsacross assets and brands, with bottlenecks identified

• A fully implementedVoC platformwith structured workflows and reporting

• Measured touchpoints withbaseline performance and tracked improvements

• A visible track record of influencing stakeholders toresolve customer issues and improve experiences

What we’re looking for. We are looking for someone who hasactually done this before.

You will bring:

• Hands-on experience incustomer experience or guest services(large-scale operations preferred)

• Stronganalytics and reporting skills— able to produce clear figures and tell a compelling story

• Experience running or supportingVoC / feedback-to-action programmes

• A practical, execution-focused mindset — someone whogets things done

• Comfort working acrossboth digital and physical customer journeys

• Strong stakeholder management skills — able tochallenge constructively and drive action

Nice to have:

• Experience inentertainment, leisure or hospitality

• Exposure tochatbot implementations or CX tooling

• Experience working acrossmultiple brands or complex environments