Senior Guest Experience Executive

Job description / Role

The Senior Guest Experience Executive is mainly in charge of being the relay of Regional Guest Experience team in KSA and providing support to the Retail teams for them to improve their Guest Experience and impact their performance qualitatively and quantitatively.

Guest Experience
- Assess the implementation of the Standards of Service in the Retail Stores bring rolled out in KSA a phased out manner
- Transmit the processes to aid and enhance the productivity of the Retail team on the shop floor;
- Constantly supervise and update these processes
- Spread the defined process for service recovery, with a defined matrix.
- Act as a facilitator between the Business Units, CRM team and the Guests.
- Act as relay for all the initiatives created in the UAE

Internal and External Benchmarking
- Coach local area managers to achieve a consistent level of Guest Experience across the Group.
- Closely working with the Regional guest experience team to cascade down best practices to the shop floor

Learning and Development
- Actively collaborate with the retail academy to constantly make the retail trainings relevant and Guest Experience oriented in coordination with the regional guest experience team

Requirements

- Previous experience in a Retail environment is a must as well as previous experience in a Customer-facing role
- Independent and can work remotely
- Impeccable in delivery
- Strong organization skills

About the Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.