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Job description / Role
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 be responsible for managing a team and to implement department goals and ensure the effective and consistent practices are being followed within the region and provide input for regional strategies.
Specific responsibilities include:
* Following up on action plans with Field Support Managers and measurement centre personnel in order to improve service levels
* Adopting best practices from high performing brands and setting Group Customer Service Standards for continuous improvement
* Developing fiscal expense budgets and ensuring the effective management within budget parameters
* Reporting on the progress of work within concerned region to Group Customer Care Manager
* Effectively managing the team by bridging communication between the brand and support teams
* Coaching, developing and mentoring the Field Support team to enhance skills/competencies and to assign performance objectives
* Supporting the delivery of great customer service by raising awareness, driving and increasing knowledge in stores
* Measuring customer service in stores based on Alshaya service standards (SHOPPIE programme).
Requirements
Skills and Experience:
* Minimum 8-10 years' of related work experience required
* Bachelor's degree in marketing, customer behavior or any other related field is required
* Preferably PMP Certified
* Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources
* Should be bilingual with strong communication skills in English and Arabic.
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.