Manager-Customer Care

Job description / Role

Inspire | Exhilarate | Delight

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750 experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work.

To keep the innovation journey going, the Group has set up "The Greenhouse", which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future-proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Women's Empowerment Principles.

What you'll be doing

Team Leadership & Management:

• Lead the frontline customer care team, including call center agents, live chat representatives, and email & social care support agents.
• Monitor team performance against KPIs such as response time, first-contact resolution, customer satisfaction (CSAT), and service level agreements (SLAs).
• Provide coaching, training, and performance evaluations to ensure continuous development and improvement.
• Foster a positive and customer-focused culture within the team.

Operational Excellence:

• Oversee day-to-day operations to ensure smooth handling of customer inquiries, complaints, and requests.
• Identify process gaps and implement improvements to enhance efficiency and effectiveness.
• Work closely with cross-functional teams (e.g., Marketing, Logistics, IT, Tech and Operations) to resolve customer issues quickly.
• Ensure compliance with company policies, service standards, and regulatory requirements.

Customer Experience & Satisfaction:

• Monitor customer interactions and feedback to identify trends and areas for improvement.
• Develop strategies to enhance customer satisfaction and loyalty.
• Implement initiatives to personalize and improve the customer journey.
• Handle escalated customer concerns and ensure prompt resolution.

Reporting & Analytics:

• Generate reports on key performance metrics and provide insights to senior management.
• Analyze data to identify trends, challenges, and opportunities for service improvements.
• Provide recommendations based on customer insights and business needs.

Technology & Innovation:

• Work with Product and CRM teams to optimize customer service tools and platforms (e.g., Genesys, Salesforce).
• Stay updated on industry trends and customer service best practices.
• Recommend and implement new technologies to enhance the efficiency of customer service operations.

What you'll need to succeed

• Bachelor's degree in Business Administration or any related field.
• Minimum of 5 years of experience in a customer service leadership role, preferably in an e-commerce or retail environment.
• Strong understanding of customer service metrics, workforce management, and process optimization.
• Proficiency in CRM and customer service software.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple priorities.

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

We invite all applicants to apply

It takes diversity of thought, culture, background, differing abilities and perspectives to truly inspire, exhilarate and delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.

Department: E-commerce

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.