Area Manager – Customer Service

Alshaya

Saudi Arabia

Ref: GP435-3160

Job description / Role

Employment: Full Time

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:

Managing a team, the Area Manager is responsible for implementing effective and consistent customer care practices through the region and acting as role model and customer care champion.

Specific responsibilities include:

* Delivering the customer care action plans in line with annual departmental plans and objectives.
* Leading, managing and guiding Customer Service staff, ensuring they are driving customer service objectives within their area of responsibility.
* Developing Customer Service staff to enhance skills/competencies and to assign performance objectives.
* Collecting, maintaining and reporting information about competitors, the competitive marketplace and other topics useful to current and future business planning.
* Ensuring all resources are focused on appropriate priorities to maximise positive impact and initiates action to reallocate when necessary.

Requirements

Skills and Experience:

* Exceptional customer care skills, the ability to role model best practice and drive customer care standards.
* Significant experience working within customer care including line management of staff.
* Strong planning and organising skills and the ability to priortise regional workload to ensure plans are executed.
* Strong communication skills with both English and Arabic language skills.

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.

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Operations Supervisor salaries in Saudi Arabia

Average monthly compensation
SAR 9,000

Breakdown available for industries, cities and years of experience