Customer Service Manager - Ulta Beauty - Dubai Mall

Alshaya Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading retail group in Dubai Mall is seeking a Customer Service Manager to enhance customer experiences across retail and online platforms. The ideal candidate will have 3-5 years of experience in customer experience or retail management, preferably in the beauty sector, and possess strong leadership skills. This role involves developing strategies, training staff, and managing customer feedback to uphold the brand's values and increase satisfaction.

Qualifications

• 3-5 years of experience in customer experience, retail operations, or store management, preferably in the beauty or luxury retail sector.

Responsibilities

• Develop and implement customer experience strategies across retail stores.
• Collaborate with General Manager and beauty advisors for customer experience consistency.
• Monitor and respond to customer feedback from surveys and reviews.
• Lead training sessions for frontline staff on customer service excellence.
• Coordinate with marketing on promotions and loyalty programs.
• Analyze customer behavior to improve shopping experience.
• Ensure visual merchandising supports a luxurious experience.
• Resolve high-level customer complaints with professionalism.

Skills

Strong leadership and interpersonal skills

Deep understanding of cosmetic retail trends

Proficiency in CRM and customer feedback tools

Passion for beauty, skincare, and customer service

Job description

Customer Service Manager - Ulta Beauty - Dubai Mall

Job No : 595119

Location : UAE : UAE

Role Profile

To deliver exceptional in-store and online customer experiences that reflect the brands values, drive loyalty, and increase customer satisfaction across all touchpoints within the retail cosmetics environment.

Key Performance Areas

The below Key Performance Areas include but are not limited to :

• Develop and implement customer experience strategies across retail stores
• Collaborate with General Manager and beauty advisors to ensure a consistent, high-quality customer experience.
• Monitor and respond to customer feedback from in-store surveys, online reviews, and social media.
• Lead training sessions , coaching for frontline staff on customer service excellence and brand representation.
• Coordinate with marketing to align promotions , loyalty programs and in-store events with customer expectations
• Analyze customer behaviour and feedback data to identify opportunities and improve shopping experience
• Ensure visual merchandising and store ambiance support a luxurious and welcoming experience.
• Resolve high-level customer complaints with professionalism and empathy.

Knowledge

• Retail customer experience
• Team Leader
• Planning & organizing

Experience

• 3-5 Experience in customer experience, retail operations, or store managementpreferably in the beauty or luxury retail sector.

Skills

• Strong leadership and interpersonal skills; ability to influence and inspire frontline teams.
• Deep understanding of cosmetic retail trends and customer expectations.
• Proficiency in in CRM and customer feedback tools.
• Passion for beauty, skincare, and customer service.