Customer Experience Manager - UAE - Alshaya

    Alshaya
    Alshaya UAE

    1 week ago

    Description

    Role: Customer Experience Manager

    Role Profile: As the In-store CEM reporting to the Store Manager, you will lead the store team to deliver
    exceptional customer service, ensuring compliance with legal requirements and Alshaya H&M
    standards.

    Duties & Responsibilities:

    • Lead and develop a high-performing team through succession planning, talent development, and
      structured performance management to ensure exceptional customer service.
    • Stay current with fashion trends and styling techniques to enhance product offerings and proper
      customer engagement.
    • Collaborate with the Store Manager to set and achieve sales and profit goals by delivering
      outstanding customer experience and Monitoring Service KPIs.
    • Regularly update online platforms, such as Google Business profiles, to showcase the latest trends
      and campaigns, driving increased store traffic.
    • Investigating and resolving complex customer concerns promptly, fostering customer satisfaction
      and loyalty.
    • Motivate and lead staff to consistently provide the highest level of customer service, aligning with
      company standards and policies, while ensuring compliance with legal requirements and Alshaya
      H&M standards.
    • Promoting loyalty programs, enhancing the process of enrolling new members, loyalty transaction
      linkage and rewards redemptions to enhance customer retention.

    Skills & Experience:

    • Experience in managing or supervising people in a similarly fast-paced setting, confident to deal
      with the many different challenges each day. Experience in providing customer service support.
    • Excellent communication skills and the ability to lead, train and develop a team.
    • 5 years' experience in Customer Service, with at least 2 years in a managerial position.
    • Customer service orientation, strong customer-facing and communication skills.
    • Independent and proactive with a positive attitude and strong ability to take ownership.
    • Detail-oriented and process-focused and strong at quantitative/qualitative analysis.
    • Excellent written and spoken communication skills in Arabic and English.
    • Highly organized and able to structure and execute multiple processes simultaneously.
    • Comfortable with quick changes, novel issue resolution, and ambiguity
    • Passion for fast-paced fashion retail is a plus.
    • Awareness of the industry's latest Fashion trends.

    Knowledge:

    • Conflict management
    • Training
    • Customer first mindset

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Customer experience manager