We are working with a leading Abu Dhabi-based provider of essential services and infrastructure to find a Vice President of Customer Care Support, responsible for running the customer service function that drives omnichannel strategy planning, customer journey design, next-generation tech adoption (including AI agents), CRM and SLA transformation, and quality improvement across the organisation; open to exceptional international applicants. Read more here:
ClientWe are working with a leading provider of essential services and infrastructure across the UAE. This organisation plays a critical role in powering homes, businesses, and industries. With a strong reputation for operational excellence, innovation, and sustainable growth, it is one of the most recognised and respected entities in its field. Its diverse portfolio spans energy, water, and utility services, making it a cornerstone of everyday life and economic development across the region.
RoleThis senior leadership role will lead the customer service division, which acts as the strategic brain behind the company’s omnichannel strategy — ensuring customer insights are used to optimise experiences across the entire organisation. The VP will drive the evolution from traditional contact centre operations to next-generation service models, including the adoption of AI agents and digital solutions.
The role requires strong commercial and financial acumen to allocate budgets effectively and define a unified customer service roadmap, working closely with senior leadership to embed customer-centric service design across all touchpoints. A key focus will be transforming CRM and SLA models, mentoring teams to elevate service quality, and building an environment of continuous improvement across internal and external customer interactions. Candidates should have a strong executive presence, a track record of influencing at senior levels, and experience driving large-scale customer care transformation initiatives. International relocation is welcomed for outstanding candidates.
Vice President, Customer Care Support
Key responsibilities include:
Omnichannel Strategy Leadership: Acting as the central hub for customer insights, strategy planning, and service design across all customer-facing channels.Transformation and Innovation: Leading the shift from traditional call centre models to future-ready service experiences through AI adoption, digital technologies, and integrated customer journey design.Commercial and Financial Acumen: Managing budgets strategically, ensuring resources are optimised for maximum impact on customer experience and operational efficiency.CRM and SLA Evolution: Redefining customer relationship management strategies and service-level agreements to align with next-generation service standards.Quality and Performance Management: Championing continuous improvement by mentoring teams, raising service quality standards, and embedding a culture of operational excellence.Stakeholder Collaboration: Building strong cross-functional relationships to ensure organisation-wide adoption of customer-centric practices.Reporting and Compliance: Overseeing service performance reporting, and ensuring compliance with governance, health, safety, and risk management standards.
Profile Requirements:Bachelor’s degree (mandatory); Master’s preferred.12–15+ years’ relevant leadership experience in customer service operations, customer experience, or service transformation.Strong executive presence and the ability to influence senior internal and external stakeholders.Demonstrated experience leading omnichannel customer service strategy and transformation initiatives, including CRM and AI integration.Proven ability to allocate budgets strategically and drive operational performance improvements.Track record of mentoring and developing high-performing teams in a dynamic, fast-changing environment.
