Colleague Experience CX Manager

Miral Experiences is a region’s leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. Our diverse portfolio includes some of the most iconic entertainment and leisure destinations, including Ferrari World Yas Island Abu Dhabi, Yas Waterworld Yas Island Abu Dhabi, Warner Bros. World™ Yas Island Abu Dhabi, SeaWorld Yas Island Abu Dhabi, CLYMB™ Yas Island Abu Dhabi, and TeamLab. Phenomena Abu Dhabi, and CLYMB™ Abu Dhabi, as well as cultural treasures like Qasr Al Watan. We specialize in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery. Our attractions are designed to ignite the imagination and create unforgettable memories for visitors from around the world. Whether you're seeking excitement, relaxation, or cultural enrichment, we offer something for everyone.

Job Summary

As a Colleague Experience (CX) Manager, you will drive improvements in colleague and family transitions globally, leading initiatives that analyze workforce trends and support performance management. This progressional role between Manager and Director will have you leading a team, guiding daily operations, and implementing HR projects to enhance organizational effectiveness. You will manage complex queries and stakeholder coordination while developing a cross-functional expertise in Onboarding, HR Operations, Transport, Accommodation, and Offboarding. Your leadership will focus on ensuring seamless handoffs, data accuracy, and process excellence while mentoring your team to uphold the highest standards of colleague-centric service. At the core, your role will contribute to enhancing our colleague proposition and driving measurable profit across all business areas.

Responsibilities

Flexibility, Cross Training & Teamwork

• Develop and leverage multi-skilled expertise across all CX streams to build strong relationships with stakeholders and third parties.
• Delegate strategic training programs to enhance team process knowledge and uphold best-in-class customer service practices.
• Collaborate with the team to foster open dialogue and creative solutions that drive performance excellence.
  
  

Customer Experience

• Provide global leadership in colleague and family relocation, offering expert guidance on immigration, schooling, accommodation, cargo, and policy-related matters.
• Ensure timely processing to minimize dissatisfaction and drive efficiency across internal teams.
• Coach the team to address diverse inquiries from all demographics with professionalism and confidence.
• Escalate and resolve conflicts to realign stakeholders with policy outcomes while continuously improving service standards and KPIs.
• Actively promote an empowering, colleague-focused culture that extends assistance to dependents and role models HR policies with authority.
  
  

Process Excellence

• Verify accuracy of legal employment contracts and immigration applications for colleagues and contractors, aligning with legal and company compliance requirements.
• Oversee visa application timelines to mitigate penalties and maintain adherence to immigration regulations.
• Lead process improvements in the colleague induction program, ensuring clarity around rights, obligations under employment contracts, and HR procedures.
• Act as a policy expert, identifying gaps and leveraging best practices to recommend strategic improvements.
  
  

HCM Data/File Management

• Maintain consistent audits on data accuracy within HCM and related immigration applications to reduce errors.
• Generate analytics to identify inconsistencies and conduct appropriate training to improve data standards.
• Ensure data reconciliation across payroll and critical lifecycle documentation while managing the approval workflows.
  
  

Management Skills

• Associate duties and ad hoc projects, deputizing for the CX Director across operational streams as needed.
• Implement performance management strategies that align the team to uphold service quality standards.
• Analyze customer service metrics and KPIs, leading improvement initiatives and presenting data-driven insights for operational enhancements.
• Collaborate with talent acquisition, finance, and other business units to ensure seamless colleague transitions from recruitment to HR integration.
• Mentor and upskill your team, supporting personal development and career progression in CX and employee experience frameworks.
• Advise on budget allocations, reconcile financial needs, and contribute to recruiting and training new team members.
  
  

Office Management

• Coordinate with procurement for contract initiation and renewal while managing PRS follow-ups and GRN completions up to 3 million AED.
• Review expense reports and delegate approved budgetary spending to ensure financial transparency.
• Oversee administrative controls, ensuring compliance with office and organizational policies.
  
  

Qualifications

Essential

• High School Diploma or equivalent qualification.
• At least 5 years of progressive experience working in Human Resources with demonstrated leadership in previous roles.
• Strong interpersonal and customer service skills, with an empathetic and adaptable approach.
• Exceptional problem-solving, time management, and project handling skills in fast-paced environments.
• Proficient in MS Excel, Word, and PowerPoint, with excellent verbal and written English communication skills.
• Proficiency and strong desire to use Oracle HRMS and other HR systems effectively.
• Capacity to successfully drive improvements and change within the organization.
  
  

Desirable

• Diploma, Associate, or Bachelor’s degree in Human Resources administration or related fields.
• Certifications such as CIPD, SHRM-CPP, or other relevant HR qualifications.
• Advanced proficiency in Oracle HRMS and additional language skills.
  
  

Shape The Future With Us

At Miral Experiences, we don’t just create world-class destinations - we create unforgettable memories for our guests and remarkable careers for our people.

From theme parks and attractions to guest services and behind-the-scenes roles, every member of our team plays a part in delivering exceptional experiences. We’re driven by passion, powered by innovation, and committed to excellence in everything we do.

We’re looking for passionate, driven, and talented individuals who are ready to grow, lead, and make a difference. No matter your background or expertise, there's a place for you at Miral Experiences.

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