Head of Concierge Operations

Job Overview

The Head of Concierge is a dynamic leadership role responsible for overseeing customer service operations, ensuring world-class service delivery across omnichannel engagement platforms for both internal and external clients. This role is pivotal in driving exceptional guest experiences, optimizing operational efficiency, and contributing to revenue growth. The ideal candidate will be a strategic leader with a deep understanding of customer service excellence, workforce optimization, and digital engagement strategies.

Job Scope

Leadership and Team Management

• Oversee overall team performance and ensure adherence to KPIs.

• Provide coaching, feedback, and professional development opportunities consistently.

• Lead by example with emotional intelligence, empathy, balance, and strong decision-making skills.

• Execute plans to continuously improve Concierge operations, focusing on enhancing people, processes, technology, and data capabilities.

• Ensure alignment of operations with the strategic objectives of destination partners, internal and external clients

• Conduct monthly skip level one-on-one meetings to address successes, development areas, and goals with the whole team.

• Handle escalated complaints and ensure timely resolution.

• Be responsible for the operational success of the department, addressing risks and obstacles as needed.

• Paying attention to details when it comes to clients & understand urgency of project delivery.

Customer Experience Management

• Drive performance across key customer experience KPIs, with a primary focus on achieving high Customer Satisfaction Scores (CSAT).

• Oversee the design and delivery of seamless day-to-day operations that meet or exceed customer expectations across all engagement channels.

• Lead a proactive complaint management process, including a robust close-the-loop mechanism, to ensure continuous improvement in resolving customer concerns and reducing complaint drivers year-on-year.

• Ensure exceptional customer experience measures by a CSAT and quality audits across multiple channels including but not limited to calls, chats, emails, and social media platform.

• Ensure timely, accurate, and empathetic responses to customer queries and comments on social channels

Revenue Generation

• Deliver revenue targets through ticket sales, VIP packages, and additional experience products offered by internal and external clients.

• Collaborate with marketing and sales teams to develop and launch customer service initiatives that maximize revenue potential.

Reporting and Analytics

• Generate and present detailed operational reports at an executive level standard.

• Utilize data to drive decision-making and strategic planning.

• Monitor service levels, customer satisfaction, and feedback to identify areas for improvement.

• Ensure clients receive their reports on time, with the correct information.

• Ensure monthly reports are ready, error free & thoroughly checked before meeting with clients.

• Ensure client KPI’s are met & forecast in advance accordingly to avoid risks of missing any at the end of the month.

• Prepare and present monthly performance reports to clients.

• Monitor and analyze team KPIs weekly, including customer satisfaction (CSAT) and adherence rates.

• Address performance gaps and implement improvement initiatives across the department.

Stakeholder Management

• Act as the primary liaison for internal stakeholders and other entities within the Miral Group structure.

• Build and maintain strong relationships with destination and other stakeholders.

• Act as the main point of contact for clients reporting & escalations (

• Coordinate with vendors and ensure service standards are met. (Sprinklr, Genesys)

Employee Experience

• Lead a team of junior managers, fostering a culture of coaching and development to ensure future leaders are equipped with the right skills to drive high performing teams while safeguarding employee satisfaction.

• Ensure employee satisfaction and engagement by fostering a supportive and inclusive work environment.

• Lead initiatives to improve training, development, and career progression opportunities for team members.

• Prioritize employee experience as a core focus alongside customer satisfaction.

Community & Social Media Management

• Oversee the community management team responsible for social media engagement and public interactions across Yas Concierge-managed platforms.

• Ensure timely, accurate, and empathetic responses to customer queries and comments on social channels

Operational Excellence

• Develop and implement scalable processes to manage growth and maintain service excellence.

• Leverage technology and data insights to optimize service delivery, monitor operational performance, and drive continuous improvement.

• Ensure compliance with all service-level agreements (SLAs) and regulatory requirements.

Innovation & Continuous Improvement

• Champion the use of emerging technologies, including AI and automation, to enhance customer and employee experiences.

• Identify and implement best practices to improve efficiency, reduce costs, and enhance service quality.

Education and Qualifications

• Bachelor’s degree and COPC CX Standard Certification or similar.

• Proven track record of driving customer satisfaction, operational efficiency, and revenue growth in a high-performance environment.

Years of Experience

• 5+ years of experience in customer service leadership, preferably in the hospitality or entertainment industry.

• 2+ years experience in managing business improvement programs.

Knowledge, Languages and Skills

Essential:

• Strategic Leadership: Ability to set vision and execute a growth-focused strategy.

• Strong understanding of omni-channel customer engagement and emerging technologies in customer service.

• Customer-Centricity: Passion for delivering exceptional customer experiences.

• Operational Expertise: Skilled in optimizing processes and leveraging technology.

• People Management: Experience in leading large, diverse teams.

• Stakeholder Collaboration: Excellent interpersonal skills to manage relationships with internal and external partners.

• Analytical Thinking: Data-driven decision-making and problem-solving abilities.

Desirable:

• English and Arabic fluency.

• Coaching and mentorship skil