Job closed
Ref: GP435-3955
Job description / Role
Customer Service Manager - KSA WP (Female)
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.
As a Customer Service Manager, you will supervise all relevant matters relating to the geographical zone service performance, and act as service coach to assigned stores and projects. You will also recommend improvements to enhance external service quality standards in order to ensure a consistent customer service experience.
Specifically you will:
* Conduct periodical visits to stores within your functional area to build relationships with internal customers
* Develop a clear understanding of SHOPPIE (Alshaya mystery shopper programme) standards and Customer Service offering
* Support the delivery of consistent customer service by raising awareness of standards in stores, as well as driving and increasing employee knowledge
* Create a two-way feedback loop with the brand teams to enhance business / SHOPPIE & VOC performance
* Train and coach front-liners in the stores to optimise quality of service, business growth and customer satisfaction
* Conducting classroom-style training sessions that will assist and support Service Education initiatives in line with Group Customer Service initiatives
* Schedule and conduct Store activities (such as in-store coaching) especially for stores that have not achieved their defined Service Performance metrics
* Perform observation visits, store manager meetings, and other in field activities as deemed necessary
* Maintain an activities log of all trainings, shoulder-to-shoulder, roadshows, store manager meetings, brand meetings, and follow-up visits
* Develop improvement plans with Operations to achieve brand and store targets
* Attend brand training(s) as required to enhance relevant knowledge, techniques and skills
* Promote Alshaya's Vision and Values.
Requirements
* A university degree
* Minimum 5 years' related work experience
* Good communication and presentation skills
* Strong leadership and motivational 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.