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Job description / Role
Area Manager - Customer Service - Kuwait
Customer Service currently operates in ten countries across the Middle East and North Africa and works closely with colleagues in Russia, Turkey and Central Eastern Europe to help build consistent customer service standards and experience across Alshaya.
The Customer Care Team ensure great customer service is at the heart of Alshaya's business, the team captures and analyses customer feedback and experiences through a number of initiatives and run support, incentive and training activities to consistently improve the customer experience and ensure a fast and first class service recovery when needed.
In addition the Team manages a number of internal programs to identify and recognize individuals who have demonstrated excellence in customer service.
The Role:
You will supervise all customer service matters relating to your geographical zone's service performance and act as a coach to your assigned stores and/or assigned projects.
Specific responsibilities include:
* Conducting periodical visits to stores within your functional area to build relationships with internal customers
* Developing a clear understanding of SHOPPIE standards and the customer service offering
* Assisting and supporting service education initiatives aligned to the Group Customer Service initiatives by conducting classroom style training sessions
* Scheduling and conducting in-store activities especially for those that have not achieved their defined service performance metrics. Activities include coaching, observation visits, store manager meetings, and other in field activities as deemed necessary.
* Recording the store activities on the Remedy system
* Developing improvement plans with Operations to achieve brand / store targets
* Managing all Group Customer Service programmes within your functional area and reporting to the Regional Manager on all progresses in order to meet the objectives.
Skills and Experience:
* A university degree is essential (minimum Bachelor's degree, any subject area)
* A minimum of 5 years' related work experience is required
* Administration and management skills - knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources
* High proficiency in work processing, spreadsheet and presentation software
* Knowledge of project management frameworks is an advantage.
M.H. Alshaya Co. is a leading international franchise operator for over 70 of the world's most recognised retail brands including Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang's, The Cheesecake Factory, Victoria's Secret, Boots, Pottery Barn and KidZania. The company operates over 2,600 stores across diverse customer sectors: Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings and Leisure & Entertainment.
Alshaya's stores can be found in markets across the Middle East and North Africa, Russia, Turkey and Europe and the company employs more than 40,000 people from over 110 nationalities.
Requirements
* A university degree is essential (minimum Bachelor's degree, any subject area)
* A minimum of 5 years' related work experience is required
* Administration and management skills - knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources
* High proficiency in work processing, spreadsheet and presentation software
* Knowledge of project management frameworks is an advantage.
About the Company
As a leading international franchise operator, with nearly 90 of the world’s most recognised brands in its portfolio, Alshaya Group brings great shopping, dining, leisure and hospitality experiences to millions of customers across the Middle East & North Africa, Russia, Turkey, Europe and beyond.
Alshaya Group is a dynamic multinational business and family owned enterprise with a consistent record of growth and innovation. For 35 years, Alshaya has been a pioneering force in brand franchising, using its exceptional knowledge and experience to expand at pace.
Our portfolio of well-loved international brands includes Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn, KidZania and, coming soon, Hampton by Hilton.
From one retail franchise store opened in Kuwait in 1983, Alshaya Group has consistently grown and diversified and today offers customers an unparalleled choice of brands across multiple sectors; Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings, Leisure & Entertainment, and Hotels. A diverse, skilled team of 53,000 people from 120 nationalities support more than 4,000 stores, cafes, restaurants and leisure destinations, a growing online business and a commitment to delivering great customer experiences.