CX Manager - Arabic Speaker

Job description / Role

CX Manager Swarovski - Arabic Speaker

We are a leading partner for luxury across the Middle East. With more than 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by offering service excellence to our partners and delighting all our customers. We are moving fast from a traditional distributor and retailer for luxury in the Middle East, to a hybrid retailer bringing luxury experiences to the fingertips of customers everywhere.

As Swarovski Customer Experience Leader you will craft engaging journeys for our customers across channels. You will work cross functionally and across territories to further elevate Customer Experience in line with the brand repositioning towards Attainable Luxury.

We are looking for someone with an expert understanding of all touch points across the entire customer journey, including a good understanding of the Middle East.

What you will be doing

Setting the vision:
- Develop a strong understanding of the brand's customer journey and market specificities through data and qualitative insights
- Articulate vision and roadmap, in line with new brand positioning and group priorities, to further elevate the experience across channels
- Identify pain points, opportunities and define actions to deliver seamless omni channel journeys

Training:
- Ensure excellent level of service across all the touch points
- Create programs to up skill our store teams with focus on selling ceremony, product expertise and Clienteling mindset
- Create ad hoc content to support CX improvement initiatives (i.e. educational videos, training decks)
- Elevate tech savviness of team to support roll-out of digital projects in-store
- Build a strong clienteling culture that nurture client relationship and accelerate brand loyalty
- Develop the roadmap to further up skill our teams
- Set targets by market/store and monitor progress
- Act as a liaison for the Group "CX" team and lead for the brand Chalhoub programs such as: Voice of Customer, Mystery Shopping among others
- Define KPIs in coordination with Group "CX" team to monitor success and progress
- Prepare presentations and clearly communicate projects deliverable to Group and Brand Leadership

Requirements

What you'll need to succeed
- Capability to articulate compelling vision, explaining the "why" and "how"
- Experience partnering across the organisation to deliver result driven CX programs
- Experience in Training and Coaching
- Strong commercial mindset, able to measure initiative success
- University Degree in Business Administration, Marketing or any related field
- Strong written, verbal and presentation skills
- Must be Arabic Speaker as 50% of role will be handling KSA

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.

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.