Head of Customer Service - Level Shoe District

Job description / Role

Customer Service Manager (Guest Experience, VIP, E commerce) Level Shoe District, Dubai Mall

Reporting Structure: Reports to Store Manager - Level Shoe District

Customer Service Manager is responsible for managing all aspects of customer service at Level Shoe District, providing guidance and direction to ensure that customers always receive superior world class service.

The Customer Service Manager will work closely with Store and eCommerce Division Manager to provide the strategic direction and vision for the CS team. The Head of Customer Service is expected to continually seek to improve and innovate services, systems, consumer response, and processes to ensure that a consistently superior level of service is provided to both internal and external customers. They are responsible for management of the CS teams that support all business channels, online and offline.

Key Responsibilities

Strategy & Leadership
- Develop the overall LEVEL Customer Service Strategy and program roadmap to achieve financial and service objectives (Consignments, Client outreach programs, Concierge Services, Training etc.)
- Maintain or exceed current service levels and identify new ways to provide superior service.
- Work with Store and eCommerce Manager to develop CS policy and procedures.
- Oversee the development, education and supervision of the internal email (and chat teams – future); building a strong and cohesive group that supports each other and the needs of our customers.
- Identify business requirements for the development and integration of new technologies for CS use, enhance productivity, retain customer loyalty, drive sales and gain efficiencies.
- Oversee recruitment, hiring, training and development processes of CS Team members.
- Oversee customer retention initiatives and processes to ensure customer loyalty.
- Provide direction on training tools, QA materials and presentations.
- Daily management and development of Direct Reports.

Planning and Analysis
- Development of annual staffing plan and maintain responsibility for meeting budget.
- Monitor report and communicate CS Sales Contributions and CS Performance Results.
- Provide meaningful feedback to team and management from key learning and customer insights.

Service Level Performance
- Develop and oversee staffing and coverage plans to meet or exceed service level performance.
- Oversee phone and email work flow processes to gain efficiencies and meet performance metrics.

Communications
- Be the key point of contact for all of Customer Service.
- Oversee the flow of communication to CS staff & continually improve communication processes.
- Attend all key leadership meetings, conduct regular team meetings and statuses with management.

Requirements

- Position requires 4 years related customer service management experience. Retail background/personal shopping / stylist background suitable
- Strong project management skills.
- Excellent communication skills.
- Excellent leadership, organizational and time-management skills.
- Ability to lead a large team and handle multiple tasks.
- Positive attitude and professional demeanor.
- Strong problem-solving skills.
- Arabic speaking would be preferable
- A full understanding of the Internet and the online shopping experience.
- Comfortable working in Excel, Word, Outlook, PowerPoint and data entry systems.
- Weekend and holiday work is required.

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.