Head of Retail & Customer Experience - Tryano

Chalhoub Group; Abu Dhabi; On-site; AED 300,000 - 400,000; Full time

Job summary

A leading luxury retailer in Abu Dhabi is seeking a dynamic Head of Retail to oversee Tryano's operations. This role requires a candidate with over 8 years of luxury retail experience and a strong leadership background. The successful applicant will enhance customer service, drive performance, and execute strategic initiatives aligned with market trends. Competitive benefits, including healthcare and flexible working policies, are offered.

Benefits

Competitive benefits package

Health care

Child education contribution

Remote and flexible working policies

Exclusive employee discounts

Qualifications

• 8+ years of experience in luxury retail, managing a Department Store or Multi-brand Concept.
• Experience in Luxury Hospitality or Buying & Merchandising is welcome.
• Exceptional business acumen, ability to analyze market trends.
• Proven leadership experience with a transformation mindset.
• Strong stakeholder management and collaboration skills.
• Experience in managing customer experience and personal shopping services.
• In-depth understanding of the GCC customer and market.

Responsibilities

• Drive store and team performance, ensuring operational standards.
• Be hands-on with clients and teams to ensure seamless operations.
• Develop and execute strategic plans to enhance customer experience.
• Ensure operational and commercial excellence across departments.
• Foster a customer-centric culture adaptable to changes.
• Stay updated on luxury market trends and customer insights.

Skills

Luxury retail experience

Customer service

Leadership

Stakeholder management

Market analysis

Adaptability

Job description

INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What you'll be doing

Tryano is a leading luxury concept department store in Abu Dhabi, offering a curated selection of high-end brands in beauty and fashion. With a commitment to exceptional customer experiences, Tryano is undergoing an exciting transformation to elevate its services. We are seeking a dynamic and strategic Head of Retail to lead Tryano's transformation and operational performance. As the Head of Retail, you will oversee the store’s operations and services, lead a team of 117 members, and drive both Customer Experience and Personal Shopping. This role requires someone who can lead from the front, interact with clients, and inspire the team while executing Tryano’s next phase of growth and transformation. Your responsibilities will be to :

• Drive store and team performance, ensuring exceptional customer service and the highest operational standards.
• Be hands-on with clients and teams, offering support and ensuring seamless operations in the store.
• Develop and execute strategic plans to elevate Tryano's offering and customer experience, ensuring alignment with market trends and customer needs.
• Elevate Tryano’s brand, driving growth and potential expansion.
• Ensure the delivery of both operational and commercial excellence across all departments.
• Foster a customer-centric culture that is adaptable to changing concepts and formats.
• Stay updated on luxury market trends and customer insights, particularly within the GCC region, with a focus on Abu Dhabi clientele.

What you’ll need to succeed

• 8+ years of experience in luxury retail, with a proven track record managing a Department Store or Multi-brand Concept in the GCC region, and strong exposure to omnichannel operations.
• Experience in Luxury Hospitality or a background in Buying & Merchandising is welcome.
• Exceptional business acumen with the ability to analyze market trends, develop actionable insights, and drive strategic initiatives to elevate the business
• Proven leadership experience with a transformation mindset, capable of inspiring and motivating diverse teams to achieve excellence in customer service and operational performance.
• Strong stakeholder management and collaboration skills, with the ability to build effective relationships across all levels of the organization and with external partners.
• A dynamic and results-driven professional, passionate about both people and product, with a focus on delivering measurable results.
• Experience in managing customer experience and personal shopping services, ensuring an elevated and tailored experience for high-end clientele.
• In-depth understanding of the GCC customer and market, with a particular focus on the Abu Dhabi client and their unique preferences and expectations.
• Arabic fluency is preferred.

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.