Job closed
Ref: GP285-272
Job description / Role
Retail and Distribution Group based in the MENA Region, in 12 countries, with 12, 000 employees. We operate in the avenues of fashion, beauty and media. We have over 100 entities under our umbrella Group called 'Chalhoub Group'.
Elite Guest Experience Manager
Are you passionate about providing best in class customer experience and an ambassador for luxury brands and VIP treatment We are seeking a Private Sales Manager to drive our Elite Guest experience programme and deliver outstanding and unique services across the region.
The Role
Reports into the Elite Guest Experience Relationship Senior Manager. Functions as an enabler per market across network. Sets a clear vision for the development of the relationship and defines reasons to engage, when to engage and which opportunities to pursue. Identifies, mobilizes, and delivers into the relationship the right people, solutions, resources, and ideas from across the Group.
Successfully improves Elite guest satisfaction scores, successfully impacting retention & repurchase metrics ensuring financial success while maintaining authentic relationships.
Has Elite guest KPI's embedded within his/her own. Regularly reports on the impact of the program, collates all experiences and feeds back to team.
Responsibility
* Onboards Elite guests eligible for 'Remarkable Benefits' status in the presence of the Brand Managers
* Builds relationships with stores and handles finalization of processes
* Responsible for delivering all Elite services across brands/stores including: Developing Personal Shopping services across categories/stores
* Developing a network of service experts for outsourced expertise (tailor amendments/silver cleaning/ engraving services/personalization/ specialised personal shoppers etc.)
* Basic concierge services across group
* Gathers & manages Group VIP event calendar and City Wide VIP events. Responsible to delivering management approved local events on time, within budget, that meet/or exceed expectations of clients (pop up shops curated with brands)
* Monitors and reports on competitive activities to ensure program is proactive or positively perceived vis a vis competitor activities
* Is the local guardian of the Program's retail tool kits and stationary belonging toElite
* Is the Elite guest's point of escalation for program grievances
* Maintains the annual budget and is responsible for the process of all budget administration
* Manage the mailing distribution in the region
* Leads data extraction briefs and interprets results into actionable insights to help maintain authentic relationships
Competencies
* Relationship Building Skills:Exercising the core skills required to form meaningful, interpersonal relationships
* Personal Network Development:Building and managing a vibrant, long-term network of relationships with guests
* Personal Leadership:Taking charge of one's personal development: staying fresh and broadening one's knowledge, and improving personal effectiveness'
* Relationship Management:Developing, managing, growing, and institutionalizing complex relationships
* Firm Ambassadorship:Acting as an entrepreneur and delivering the best the brand must offer by mobilizing the right people, resources, and ideas into each guest relationship
* Team Leadership:providing coaching and mentorship to the Champion (preferred Associate)
* 'Make it happen'attitude
* Well Organized and very structured
* Detail Oriented
* Committed, trustworthy
Requirements
In their endeavor to excellence, the fundamental values all our employees must possess are Commitment, Integrity, Empathy and Flexibility.
Education/other skills
* Bachelor's degree
* Excellent Presentation skills using PPT or any equivalent software
* Excellent communicating and writing skills
* Excellent excel and analytical skills
* Strong interpersonal and listening skills
* Detail oriented
* Comfortable with office environment
* Practical, results oriented
* Delivers creative solutions that generate revenue
* Has empathy and can transform what they hear into effective results
* Trouble-shooter - problem solving skills
* Able to work in unstructured environment
Previous Experience
* Previous project management experience would be preferred
* Background in retail with personal shopping experience
* Knowledge of luxury customers in the region, know events and VIP launches
Linguistic Skills
* English: required
* Arabic: preferable
We can offer you:
* Staff discounts at all participating Chalhoub partner brands
* The chance to live and work in a dynamic regional retail hub
* Working in a start up project within the group
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.