# Customer Experience & After-Sales Operations Manager - Luxury Furniture — Parker Connect

Canonical: https://jobxdubai.com/jobs/li-4465957805-customer-experience-after-sales-operations-manager-luxury-furniture
Location: Dubai, UAE
Type: full_time · Level: senior
Monthly salary: AED 20,000 to 35,000 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-09-16
Apply: https://www.linkedin.com/jobs/view/customer-experience-after-sales-operations-manager-luxury-furniture-at-parker-connect-4465957805?_l=en

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## Description

Customer Experience & After-Sales Operations Manager - Luxury Furniture

Job Overview

The Customer Experience & After-Sales Operations Manager will oversee the end-to-end customer journey from sales order processing through delivery, installation and after-sales service.

The role will ensure that customer orders are processed accurately and efficiently, while coordinating with Sales, Production, Logistics, Delivery, Installation and Service teams to provide a seamless premium customer experience.

The position will also take ownership of customer complaints, claims, repairs, replacements and service issues, ensuring timely resolution and maintaining high customer satisfaction.

Key Responsibilities

• Oversee the end-to-end sales order process, from confirmed order through delivery and installation.

• Ensure customer orders, quotations, product details, delivery requirements and documentation are accurate and complete.

• Coordinate closely with Sales, Sales Admin, Production, Logistics, Delivery and Installation teams to ensure smooth order fulfilment.

• Monitor order status, product availability, delivery schedules and installation timelines.

• Keep customers informed about order progress, delivery schedules and installation requirements.

• Act as the key point of escalation for customer concerns and operational issues.

• Manage after-sales service, customer complaints, product claims, delivery damages and installation issues.

• Coordinate with technical, QA/QS and service teams to assess and resolve customer claims.

• Manage repairs, replacements and goodwill solutions within approved company guidelines.

• Follow up with internal teams and third-party service providers to ensure issues are resolved within agreed timelines.

• Monitor customer satisfaction throughout the delivery, installation and after-sales journey.

• Identify recurring customer issues and recommend improvements to processes and service quality.

• Develop and implement SOPs and processes to improve customer experience and after-sales efficiency.

• Maintain accurate records of orders, customer complaints, claims and service cases in the ERP/CRM system.

• Prepare regular reports and dashboards covering order status, delivery, installation, claims, complaints and customer satisfaction.

• Manage and monitor third-party delivery and installation partners against agreed service standards.

• Lead and support the Sales Administration / Customer Service / After-Sales team.

• Drive continuous improvement in order processing, fulfilment and after-sales operations.

Education & Experience

• Bachelor's or Master's degree in Business Administration, Operations, Supply Chain, Logistics, Customer Experience or a related field.

• 8+ years of experience in Sales Operations, Customer Experience, Order Management, After-Sales, Customer Service or Order Fulfilment.

• Previous experience in a managerial or senior process ownership role.

• Strong experience in sales order processing and order fulfilment.

• Hands-on experience managing delivery, installation, customer complaints and after-sales service.

• Experience in furniture, interiors, luxury retail, kitchens, wardrobes, made-to-order products or project-based businesses is preferred.

• Experience working with ERP/CRM systems, preferably Microsoft Dynamics.

• Experience managing internal teams and external service providers.

• Strong understanding of customer claims, repairs, replacements and service recovery.

Key Skills

• Customer Experience Management

• After-Sales Operations

• Sales Order Processing

• Order Fulfilment

• Delivery & Installation Coordination

• Customer Claims & Complaint Management

• CRM / ERP Management

• Service Recovery

• Process Improvement

• Team Management

• Stakeholder Management

• Reporting & KPI Management

• Problem Solving

• Strong Communication & Negotiation

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## Requirements

Bachelor's or Master's degree in Business Administration, Operations, Supply Chain, Logistics, Customer Experience or a related field; 8+ years of experience in Sales Operations, Customer Experience, Order Management, After-Sales, Customer Service or Order Fulfilment; previous experience in a managerial or senior process ownership role; strong experience in sales order processing and order fulfilment; hands-on experience managing delivery, installation, customer complaints and after-sales service; experience with ERP/CRM systems (preferably Microsoft Dynamics); experience managing internal teams and external service providers; strong understanding of customer claims, repairs, replacements and service recovery.

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