Program Manager – Customer Experience & Support (E-commerce)

Reports to: Head of Central Operations & Strategy – Omnichannel

Location: Dubai

Job Type: Full-Time

About Lulu

Lulu is one of the most trusted and expansive retail brands in the Middle East, with operations across 6 GCC countries—UAE, KSA, Qatar, Oman, Bahrain, and Kuwait. We serve millions of customers every week through a powerful combination of physical and digital touchpoints.

Our store network spans over 250 outlets, including:

• Hypermarkets (~120+): Large-format stores offering full grocery and department store assortments.

• Express Stores (~110+): Neighbourhood essentials with curated ranges.

• Mini Markets (~25+): High-frequency top-up stores designed for convenience.

With this extensive offline footprint, we're now on a mission to build the most loved ecommerce platform in the region, integrating our physical scale with seamless digital capabilities.

But we’re not solving only for grocery.

Our digital platform will power multiple verticals including fashion, electronics, mobiles, household goods, and more. We’re also preparing for the next generation of store formats—from express stores to experiential showrooms.

Lulu Digital aims to become the everyday shopping platform for millions—offering scheduled and on- demand delivery, cross category convenience, personalization at scale, and regional relevance at global standards.

Role Overview

At LuLu, we operate one of the largest retails and omnichannel ecosystems in the region, serving millions of customers across both physical stores and digital platforms. Our customer experience and support teams play a critical role in ensuring seamless interactions across all touchpoints—from app and website to in-store and last-mile delivery.

As a Program Manager – Customer Experience & Support, you will lead the design, development, and execution of initiatives that enhance customer experience and operational efficiency across LuLu’s e-commerce and support ecosystem. You will drive continuous improvement, innovation, and customer-centric transformation while ensuring alignment with business goals and scalable operations.

Key Responsibilities

• Lead the design and execution of initiatives to improve customer experience across digital and support channels (app, website, contact centre, last-mile support).
• Drive end-to-end customer journey improvements, focusing on order fulfilment, delivery experience, returns, and support interactions.
• Partner with cross-functional teams including Product, Operations., Logistics, Marketing, and Customer Support to align CX strategies with business objectives.
• Analyse customer data, feedback, and operational metrics to identify pain points, trends, and improvement opportunities.
• Drive continuous improvement and innovation through automation, process optimisation, and adoption of new tools.
• Develop and manage knowledge management frameworks to ensure consistent, high-quality customer interactions across support teams.
• Establish and monitor CX KPIs such as CSAT, NPS, response time, resolution time, and retention metrics.
• Support governance and prioritisation of CX initiatives, ensuring measurable business impact and scalability.
• Ensure all processes comply with regulatory, operational, and service quality standards.
• Foster a customer-first culture across teams, driving accountability, collaboration, and performance excellence.

Qualifications & Skills

• 8–12 years of experience in Customer Experience, E-commerce Operations, Contact Centre, or Business Improvement roles.
• Bachelor's degree in business, Operations, Supply Chain, or related field (master's preferred).
• Strong experience in e-commerce / retail / omnichannel environments.
• Proven ability to manage cross-functional projects and drive large-scale operational improvements.
• Strong understanding of customer journey mapping, CX frameworks, and service design.
• Experience working with customer support tools, CRM systems, and analytics dashboards.
• Excellent analytical, problem-solving, and stakeholder management skills.
• Strong communication and leadership capabilities.