Job closed
Ref: GP435-3928
Job description / Role
Senior Customer Service Manager - KSA - Western
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 Senior Customer Service Manager will be responsible for managing a service team of Measurement Centre Officers and Field Support Managers to implement department goals and ensure that effective and consistent practices are being followed within KSA Western region. You will collect, maintain and report information about competitors, the marketplace and other topics useful to current and future business planning.
Specifically you will:
* Adopt best practices from high-performing brands and set Group Customer Service Standards for continuous improvement
* Develop fiscal expense budgets and ensure effective management within budget parameters
* Report on the progress of work within concerned region to Regional Manager
* Effectively manage the team by bridging communication between the brand and support teams
* Measure customer service in stores based on Alshaya service standards (SHOPPIE programme)
* Analyse statistics and other data to determine the level of customer service.
Requirements
* A Bachelor's degree in Marketing, Customer Behaviour or any other related field
* Minimum 8 - 10 years of related work experience
* 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.