Customer Care Manager

Chalhoub Group

UAE

Ref: GP285-1151

Job description / Role

Employment: Full Time

We are Chalhoub Group, a leading family business in the world of beauty, fashion and gifts. We have blended our Middle East expertise and intimate knowledge of luxury to offer service excellence to all our partners and a unique experience to all our customers for over 60 years

As we continue to grow, it's our vision to become a hybrid retailer, bringing luxury experiences to the fingertips of customers everywhere.

Our passionate teams drive our vision forward, without them, we couldn't create luxury experiences for our customers. Through opportunities, development and support, we empower each and every employee to achieve their career goals - and beyond. It's an exciting journey we're on, and one you could be part of.

The Customer Care Manager will be creating and implementing new customer engagement processes and procedures that enhance overall customer experience and satisfaction, as well as optimizing the existing ones, and, at the same time, ensuring that the Customer Care team delivers high quality service.

What you'll do:

- Oversee team´s activities across multiple brands and driving team´s performance by setting key metrics and KPIs that ensure timeliness and accuracy of responses to customers
- Hire and train a strong Customer Care team with a strong sense of urgency and outstanding customer service skills
- Coordinate with the team members to ensure full coverage during leaves, sales and ensuring multi-language support
- Analyze data and provide insights to improve the Customer Care strategy for the organization
- Coordinate the creation of scripts and troubleshooting guides to ensure a standardized high-quality customer service
- Create a Customer Care annual plan that ensures high levels of customer service and professionalism
- Create new Customer Care procedures, policies and standards based on industry best practices
- Hold regular one-on-one meetings with each individual contributor in the Customer Care team to review individual performance against KPIs and expectations, policy/process adherence, and alignment with career goals and objectives

Requirements

What you have:

- Arabic speaking is a must
- Experience creating Customer Care processes and procedures from scratch that ensure a high level of customer service
- Experience managing a team
- Strong analytical skills
- Understand or interest in the eCommerce world and more specifically in the Fashion industry
- Valuable background building teams and driving their performance by setting the example and providing with best practices

Ready to join our exciting transformation to become a hybrid retailer, bringing luxury experiences to the fingertips of our customers everywhere? Now's your chance. By being part of our journey here at Chalhoub Group, you can make a real impact on customers and some of the finest brands in the world. In return, you'll have everything you need to innovate your career.

What we can offer you

We will help shape your journey with us through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility.

Our Group offers the opportunity to support careers that may span different teams, different job roles, different categories and even different countries. We offer diverse career paths for those who show drive and passion as well as the desire to learn and grow.

Amazing benefits

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, life insurance, child education contribution & exclusive employee discounts.

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.

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