Customer Experience Manager

Alshaya Trade; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading retail company in the United Arab Emirates is seeking a Customer Experience Manager. This role involves leading the store team to provide outstanding customer service while ensuring compliance with legal and company standards. Candidates should have over 5 years of customer service experience, with at least 2 years in a managerial position. Excellent communication skills in Arabic and English, along with a passion for fashion retail, are preferred. Join us to drive customer satisfaction and success in a dynamic environment.

Qualifications

• 5+ years of experience in customer service, at least 2 in a managerial position.
• Experience in managing people in fast-paced environments.
• Fluent in Arabic and English.

Responsibilities

• Lead and develop a high-performing team to deliver exceptional customer service.
• Collaborate with the Store Manager to achieve sales and profit goals.
• Investigate and resolve complex customer concerns promptly.

Skills

Customer service orientation

Excellent communication skills

Leadership and team development

Ability to resolve complex issues

Detail-oriented

Quantitative/qualitative analysis

Proactive and independent attitude

Organizational skills

Knowledge of fashion trends

Job description

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 yearsâ 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 industryâs latest Fashion trends.

Knowledge

• Conflict management
• Training
• Customer first mindset