Royal Smart Limousine (RSL) is a premium mobility brand at the forefront of luxury ground transportation in Dubai. Serving individual customers, corporates, VIPs, and government entities, we are committed to delivering seamless travel experiences with unmatched service, innovation, and technology.
As we expand our footprint in the consumer segment, we’re looking for a results-driven and digitally savvy B2C Growth Manager to lead our direct-to-consumer strategy and unlock new growth opportunities across online and offline channels.
Role Overview
The B2C Growth Manager will own RSL’s consumer growth agenda across digital platforms (app, website), retail counters, and contact center operations. This role combines strategic foresight with hands-on execution, customer-centricity, and a data-driven mindset.
Key Responsibilities
1. B2C Growth & Market Strategy
- Develop and execute RSL’s direct-to-consumer growth strategy aligned with business goals.
- Drive customer acquisition, engagement, and retention through integrated marketing campaigns, promotions, and partnerships.
- Analyze market trends and competitive insights to identify new service opportunities and innovations.
2. Customer Experience & Journey Optimization
- Own the end-to-end customer experience across mobile, web, call center, and walk-in channels.
- Optimize service design, streamline touchpoints, and ensure consistent delivery of premium service standards.
- Resolve customer escalations and lead initiatives that improve NPS, satisfaction, and loyalty.
3. Booking & Channel Operations
- Manage real-time and pre-scheduled booking operations across digital and physical channels.
- Ensure resource readiness for high-demand periods, events, and holidays.
- Align closely with dispatch and chauffeur teams to maintain operational excellence.
4. Campaign Management, Pricing & Retention
- Launch targeted campaigns including referral programs, loyalty rewards, and seasonal offers.
- Collaborate on dynamic pricing strategies based on demand, seasonality, and customer behavior.
- Monitor campaign performance and continuously optimize based on KPIs and ROI.
5. Product & Technology Collaboration
- Work with product and tech teams to improve UX/UI and functionality of booking platforms.
- Ensure seamless ERP (ODOO) and CRM integrations to enable end-to-end visibility and automation.
- Leverage analytics dashboards to drive decisions in real time.
6. Performance Analysis & Reporting
- Track and report on key metrics: conversion rates, LTV, churn, bookings, service levels, and revenue contribution.
- Generate weekly/monthly dashboards with actionable insights and recommendations.
- Translate data into business actions that enhance performance and growth.
7. Team Leadership & Development
- Lead, mentor, and grow a high-performing team of booking agents, call center staff, and retail service reps.
- Set KPIs, monitor performance, and foster a culture of customer obsession and continuous improvement.
- Implement structured onboarding, training, and recognition programs to enhance team capability.
Candidate ProfileQualifications & Experience
- 4–6 years’ experience in B2C operations, consumer marketing, CX, or digital growth—ideally in transportation, travel tech, ride-hailing, or e-commerce.
- Bachelor’s degree in Business, Marketing, Hospitality, or a related field (MBA preferred).
Technical Competencies
- Experience with CRM tools (e.g., Zoho, Salesforce), ERP systems (ODOO), booking engines, and live dashboards.
- Strong analytical skills—proficiency in Excel, Google Analytics, and reporting tools.
Soft Skills
- Exceptional communication and leadership skills; fluent in English (Arabic or other languages is a plus).
- Strategic thinker with execution capability and a strong bias for action.
- Customer-focused, agile, and passionate about scaling digital-first consumer operations.
Job Type: Full-time
Pay: AED5,000.00 - AED8,000.00 per month
