Assistant Manager - Digital and CX - Dubai Holding Entertainment
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About Dubai Holding Entertainment
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.
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.
About the Role
Here’s your chance to step into the role of Assistant Manager – Digital & CX at Dubai Holding Entertainment.In this role, you will help shape and optimise customer experiences across our digital platforms and wider customer journey. Using customer insights, data analysis and experience design principles, you will identify opportunities to improve satisfaction, loyalty, engagement and conversion while supporting the delivery of a consistent and customer-focused experience across the business.
In this position, you’ll take on key responsibilities that include:
- Mapping and optimising end-to-end customer journeys across digital and physical touchpoints, identifying pain points and opportunities for improvement.
- Managing and enhancing Voice of the Customer and Net Promoter Score programmes, including surveys, interviews and digital feedback channels.
- Translating customer feedback and performance data into clear, actionable recommendations for business teams.
- Creating customer experience dashboards and executive-level reports that demonstrate progress, trends and business impact.
- Leading cross-functional customer experience projects that deliver measurable improvements in customer satisfaction, loyalty and conversion.
- Facilitating design-thinking workshops with stakeholders to develop innovative and customer-centred solutions.
- Supporting the development and implementation of customer experience standards, key performance indicators and best practices.
- Managing the roadmap, continuous improvement, support and adoption of customer experience platforms, including Voice of the Customer, chatbots, social listening and gamification solutions.
- Partnering with Marketing, Sales, Digital Innovation, Guest Experience, Operations, Management and technology teams to align customer experience initiatives with wider business objectives.
- Working with data and analytics teams to measure the commercial and operational impact of customer experience improvements.
- Using tools such as Excel and Power BI to analyse data, identify trends and support evidence-based decision-making.
- Preparing business and functional specifications, process maps, user guides and supporting documentation for system implementations and enhancements.
- Supporting project planning, timeline tracking, task management and status reporting across multiple digital and customer experience initiatives.
- Promoting a culture of experimentation, continuous improvement and data-driven decision-making across the organisation.
- Keeping up to date with emerging customer experience, user experience, digital and artificial intelligence trends and technologies.
About You
The ideal candidate is a customer-focused and data-driven digital professional who combines strong customer experience expertise with analytical thinking and hands-on delivery. You will be confident working across multiple teams, translating customer insights into practical improvements and communicating complex information clearly to both technical and non-technical stakeholders.
You should have:
- A Bachelor’s degree in UX Design, Human-Computer Interaction, Marketing, Data Analytics or a related field, or equivalent professional experience.
- At least five years of relevant experience within customer experience, user experience, digital optimisation or a related field.
- Proven experience improving customer satisfaction, engagement or conversion through data-driven strategies.
- Hands-on experience managing Voice of the Customer, Net Promoter Score, survey management or customer feedback programmes.
- Strong knowledge of customer journey mapping, process mapping, usability principles and experience design best practices.
- Experience using customer experience and feedback platforms such as Sprinklr, Qualtrics, SurveyMonkey or similar solutions.
- Proficiency in data analysis and reporting tools such as Excel and Power BI.
- Experience using digital analytics and behavioural insight tools such as Google Analytics, Crazy Egg or equivalent platforms.
- Knowledge of customer relationship management systems, chatbots, websites and digital experience platforms.
- A basic understanding of artificial intelligence agents and AI architecture.
- Strong analytical and storytelling skills, with the ability to turn complex customer data into clear insights and practical recommendations.
- Excellent communication, presentation and stakeholder management skills, including the confidence to present insights to senior management.
- Strong project management capabilities, with the ability to support and coordinate multiple initiatives simultaneously.
- A strategic mindset combined with the ability to deliver practical solutions and drive adoption.
- Excellent attention to detail, problem-solving ability and a collaborative approach to working across the business.
- Experience with content management systems such as Drupal or Sitecore and customer relationship management platforms such as Salesforce would be advantageous.
- Previous experience within the entertainment or digital sector would be an added advantage.
About the Benefits
In the world of entertainment, Dubai Holding Entertainment is dedicated to nurturing the talents and well-being of our team members. Join our dynamic and diverse workforce to enjoy a comprehensive benefits package that includes competitive compensation, exciting career development opportunities, and a collaborative and creative work environment. We strongly believe in empowering our workforce, as they play a pivotal role in shaping unforgettable entertainment experiences for tomorrow. We are committed to attracting the brightest minds and nurturing the most innovative candidates who aspire to make a significant impact on the future of the entertainment industry in Dubai. At Dubai Holding Entertainment, we embrace equal opportunity and promote a discrimination-free environment where everyone's unique talents and contributions are celebrated. Join us in crafting a thrilling and extraordinary tomorrow in entertainment!