Dubai World Trade Centre is seeking a Senior Executive – Customer Care to elevate the visitor experience by driving quality control, ensuring operational excellence, and enhancing customer satisfaction across our venue. The ideal candidate will act as a key player in customer engagement, team mentoring, and service delivery while collaborating cross-functionally to uphold DWTC’s world-class standards.

Key Responsibilities

Quality Control

• Collect and analyze customer feedback to identify improvement areas and business opportunities.

• Support the Assistant Manager in ensuring timely closure of client issues and feedback loops.

• Monitor service touchpoints to uphold policy and procedural compliance.

• Track Visitor Satisfaction metrics and implement action plans to meet performance benchmarks.

Visitor Experience & Venue Readiness

• Monitor and enhance the visitor journey by observing key touchpoints and ensuring a consistent, high-quality “Front of House” appearance.

• Oversee crowd flow, wayfinding, signage standards, and general amenities during event and non-event days.

• Collaborate with infrastructure teams to manage ongoing venue snagging and service improvement initiatives.

• Serve as a Relationship Manager and Floor Manager when required.

Reporting & Analytics

• Support reporting on visitor trends and customer satisfaction data to improve service offerings.

• Assist with preparation and follow-up of venue snag lists and their timely resolution.

People Management

• Guide and mentor Customer Care Representatives to foster a culture of excellence and empowerment.

• Organize workflows and team priorities to meet operational goals.

Project Management

• Ensure timely and within-budget execution of assigned projects.

• Lead teams while managing stakeholder expectations, risks, and communications.

Financial Oversight

• Support the Assistant Manager in managing operational and capital expenditures aligned with divisional goals.

Working Environment

• Primarily office-based with frequent on-ground presence during events.

• Requires flexibility to work extended hours, especially during major events and activations.

Qualifications & Experience

Education

• Bachelor’s Degree or equivalent.

Experience

• Minimum 3 years in a similar high-traffic customer-facing environment (e.g., airports, shopping malls, large venues).

• Supervisory or team-leading experience preferred.

Skills & Knowledge

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

• Strong organizational, analytical, and interpersonal skills.

• Fluent in Business English (spoken and written).

• Training in customer service, team leadership, and communication etiquette is a plus.

Why Join DWTC?

• Be part of one of the UAE’s most prestigious event and exhibition venues.

• Work in a dynamic, multicultural environment focused on innovation, service excellence, and national talent development.

Ready to lead and enhance the customer journey at DWTC?
Apply now and be part of shaping memorable experiences for millions of visitors.