The Customer Engagement Manager is responsible for leading Brau’s central bookings and customer care team across multiple branches in KSA and UAE. This role manages and coaches a team of call centre agents, ensuring every client interaction converts into high quality bookings and delivers an exceptional brand experience. The role plays a critical part in driving revenue, optimising appointment utilisation, and protecting Brau’s premium service standards.

Team Leadership and Performance

• Lead, coach and manage a team of call centre agents responsible for handling inbound and outbound enquiries, bookings, reschedules and customer follow ups.
• Set clear performance expectations across conversion, response time, booking accuracy and customer satisfaction.
• Recruit, onboard and develop Customer Engagement Specialists to maintain a high performing, sales driven and service focused team.

Bookings and Revenue Management

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