Assistant Manager - Customer Excellence

Job description / Role

Job Title: Assistant Manager - Customer Excellence

Company: Apparel Group Dubai

Job Description:

We are seeking a dynamic and experienced Assistant Manager for Customer Excellence to join our retail team at Apparel Group Dubai. The successful candidate will be responsible for overseeing the customer service operations, ensuring exceptional service delivery, and driving customer satisfaction and loyalty. This role requires a proactive individual with strong leadership skills, a keen eye for detail, and the ability to thrive in a fast-paced retail environment.

Responsibilities :

- Take ownership of customer issues and follow them through to resolution, ensuring a positive outcome for the customer.
- Maintain accurate records and document all customer service actions and discussions.
- Analyze statistics and compile accurate reports in Excel and PowerPoint formats to identify trends and areas for improvement.
- Train customer service agents with brand-specific information to ensure a consistent and knowledgeable service experience.
- Stay abreast of industry developments and apply best practices to areas of improvement in customer service.
- Maintain an orderly workflow according to priorities, ensuring efficient and effective customer service operations.
- Improve the overall customer service experience, create engaged customers, and facilitate organic growth.
- Develop lookbooks, gifting catalogues, and newsletters in collaboration with a stylist for targeted customer segments.
- Monitor and maintain the performance of external partners, spearheading growth initiatives and problem-solving as needed.
- Analyze and maintain campaign reports with ROI and other key success factors to optimize marketing strategies.
- Collaborate with in-house events agency to develop and execute customer engagement events across the GCC region.
- Set up and measure the performance of customer communication across all channels, including digital and offline platforms.

Requirements

Requirements and Skills:

- Proven working experience as a Customer Service Manager, Retail Manager, or Assistant Manager.
- Experience in providing customer service support in a retail environment.
- Excellent knowledge of management methods and techniques.
- Proficiency in English and Arabic languages.
- Working knowledge of customer service software, databases, and tools.
- Awareness of the latest technology trends and applications in the retail industry.
- Ability to think strategically and lead a team effectively.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multitasking abilities.
- Customer service orientation with a focus on delivering exceptional experiences.
- Bachelor's degree in Business Administration or a related field.

Why Apparel Group Dubai?

Join us at Apparel Group Dubai and be a part of an innovative retail environment where opportunities for growth and development abound. Experience the excitement of working with top brands, shaping the future of retail in the Middle East, and enjoying a supportive culture that values diversity and excellence.

About the Company

The Apparel Group is a global fashion and lifestyle brand conglomerate residing on the crossroads of a modern economy - Dubai, UAE. The mercurial growth in the last 17 years has been by acquiring a host of world class fashion labels from around the world - Nine West, Tommy Hilfiger, Kenneth Cole, Aldo & Tim Hortons just to name a few.

Today the group caters to thousands of eager shoppers through its over 1530 stores, 75 International brands and employing 12,000 multi cultural staff in over 4 continents. Apparel believes in turning dreams in to reality and we give everyone - our customers, our stakeholders, our employees - an equal opportunity to do so.

Apparel group has carved its strong presence not only in the UAE, Kuwait, Qatar, Bahrain, Oman, and Saudi Arabia but opened thriving gateways to market in India, South Africa, Poland, Singapore, Jordan, Indonesia, Thailand and Malaysia. Additionally, clear strategies are in place to enter emerging markets such as Hungary, Pakistan, Egypt and Philippines.