Royal Smart Limousine (RSL) is a leading luxury mobility brand in Dubai, delivering premium ground transportation solutions to individuals, corporates, VIPs, and government clients. Backed by cutting-edge technology and operational excellence, we are committed to redefining the travel experience with innovation, service, and style.
As we expand our reach in the consumer segment, we are hiring a dynamic and customer-focused B2C Manager to lead our direct-to-consumer operations across digital platforms and offline touchpoints.
Role Summary
The B2C Manager will be responsible for driving RSL’s consumer-facing strategy across mobile app, website, retail counters, and the contact center. This is a hybrid role combining growth planning, customer journey ownership, and operational leadership—all with a strong focus on delivering service excellence.
Key Responsibilities1.
B2C Strategy & Execution
- Lead the design and execution of RSL’s direct-to-consumer strategy.
- Drive customer acquisition, engagement, and retention through integrated campaigns, partnerships, and offers.
- Monitor market dynamics and introduce new service offerings to stay ahead of customer expectations.
2. Customer Journey & Experience Management
- Own and continuously improve the end-to-end customer journey across digital and physical channels.
- Enhance touchpoints to ensure seamless, premium experiences at every stage.
- Resolve escalated customer issues and lead initiatives that improve satisfaction and loyalty.
3. Channel & Booking Operations
- Oversee daily operations of digital and physical booking channels, including mobile app, website, and retail counters.
- Ensure team and system readiness for high-traffic periods, events, and special campaigns.
- Collaborate with operations and dispatch teams to ensure high-quality, timely trip fulfillment.
4. Campaigns, Pricing & Loyalty
- Plan and execute consumer campaigns, referral initiatives, and loyalty programs.
- Partner with pricing and finance teams to implement flexible, demand-based pricing models.
- Evaluate campaign effectiveness using KPIs and ROI analysis.
5. Platform & Technology Collaboration
- Work closely with tech and product teams to enhance the usability and performance of digital booking platforms.
- Ensure smooth integration between ERP (ODOO), CRM, and front-end systems.
- Use live dashboards and data insights to support real-time decision-making.
6. Performance Tracking & Reporting
- Track key performance metrics: booking volumes, customer lifetime value, churn, campaign success, and revenue contribution.
- Provide regular dashboards and reports with actionable business insights.
- Use data to shape customer-focused strategies and process improvements.
7. Team Leadership
- Lead, develop, and coach a high-performing team of digital booking agents, retail representatives, and customer service staff.
- Set clear KPIs, review performance, and foster a culture of accountability and service excellence.
- Implement training and onboarding programs to build capability and consistency.
Candidate Profile Qualifications & Experience
- 4–6 years of experience in B2C operations, digital marketing, customer experience, or sales—ideally in transportation, ride-hailing, hospitality, or e-commerce sectors.
- Bachelor's degree in Business, Marketing, Hospitality, or a related discipline (MBA is an advantage).
Technical Skills
- Proficient in CRM platforms (e.g., Zoho, Salesforce), ERP systems (ODOO), and booking engines.
- Strong analytical skills with experience using Excel, Google Analytics, and reporting tools.
Soft Skills
- Strong communication, leadership, and collaboration skills.
- Fluent in English; knowledge of Arabic or other languages is a plus.
- Strategic thinker with the ability to execute in fast-paced environments.
- Passionate about customer experience, digital innovation, and operational excellence.
Job Type: Full-time
Pay: AED5,000.00 - AED8,000.00 per month
