Royal Smart Limousine (RSL) is Dubai’s leading luxury transportation provider, delivering seamless, high-end travel experiences for individual clients, corporates, VIPs, and government entities. With innovation, technology, and service excellence at our core, we are redefining what it means to travel in style and comfort.
As we accelerate growth in the consumer market, we are looking for an experienced and customer-obsessed B2C Manager to lead and expand our direct-to-consumer operations across digital and physical channels.
Position Overview
The B2C Manager will drive RSL’s direct-to-consumer strategy across mobile app, website, call center, and retail booking counters. This role requires a blend of strategic thinking, operational execution, and digital fluency. The ideal candidate is customer-centric, growth-oriented, and passionate about creating exceptional experiences across every touchpoint.
Key Responsibilities
1. Consumer Growth Strategy
- Define and implement a comprehensive B2C strategy aligned with company goals.
- Lead customer acquisition initiatives through digital campaigns, partnerships, and promotions.
- Identify emerging consumer trends and introduce new service offerings to meet market demand.
2. Customer Experience & Journey Management
- Own and optimize the end-to-end customer journey across all channels—app, website, phone, and in-person.
- Maintain premium service quality by managing service levels, complaints resolution, and customer satisfaction initiatives.
- Work closely with operations and quality teams to ensure seamless ride experiences.
3. Booking Platform & Channel Operations
- Oversee real-time and scheduled bookings across digital and walk-in channels.
- Ensure system and team readiness for handling spikes in demand and special events.
- Coordinate with dispatch and chauffeur teams for timely and accurate trip fulfillment.
4. Campaigns, Pricing & Retention
- Design and execute seasonal campaigns, loyalty programs, referral initiatives, and discount strategies.
- Develop and monitor dynamic pricing strategies in collaboration with finance and operations.
- Track campaign performance and analyze ROI to inform future planning.
5. Platform Enhancement & Technology Liaison
- Collaborate with product and tech teams to enhance app and website UX/UI and functionality.
- Ensure seamless integration of booking channels with backend systems (e.g., ODOO ERP).
- Leverage dashboards and live analytics for real-time operational decisions.
6. Data Analytics & Reporting
- Monitor key metrics: booking volumes, customer lifetime value, service recovery rates, and campaign performance.
- Produce weekly/monthly performance reports with actionable insights.
- Drive decision-making using data-driven recommendations.
7. Team Leadership & Performance Management
- Lead, coach, and develop a high-performing team of digital booking agents, call center staff, and retail counter representatives.
- Set KPIs, monitor productivity, and implement skills training to improve service excellence.
- Foster a proactive, customer-first culture across all touchpoints.
Candidate Profile
Experience & Qualifications
- 4–6 years in B2C operations, consumer marketing, customer experience, or retail sales—preferably in transportation, travel tech, hospitality, or e-commerce.
- Bachelor’s degree in Business, Marketing, Hospitality, or related field. (MBA or Master’s is a plus.)
Technical Skills
- Hands-on experience with CRM systems (e.g., Zoho, Salesforce), ERP platforms (preferably ODOO), and booking engines.
- Strong data skills—proficiency in Excel, Google Analytics, and dashboard tools.
Soft Skills
- Strong communication and presentation skills in English; Arabic or other languages (e.g., Russian, Mandarin) are a plus.
- Leadership capability with experience managing cross-functional or customer-facing teams.
- Analytical mindset, customer obsession, and a passion for innovation in the B2C space.
Job Type: Full-time
Pay: AED5,000.00 - AED8,000.00 per month
