Remote VOC & CX Insight Specialist – E‑Commerce

Chalhoub Group; Dubai; Remote; AED 180,000 - 240,000; Full time

Benefits offered by this job

Health care

Education contribution

Remote work policy

Employee discounts

Job summary

Chalhoub Group is seeking a Voice of Customer specialist to own the VOC programme across the brand portfolio, turning feedback into actionable insights and continuous improvement. You will manage survey operations, ensure data quality and drive follow-up actions with brand teams.

The role requires experience with Qualtrics, strong analytics, and fluency in Arabic and English. You’ll work in a remote/nearshore setup supporting GCC markets and luxury sectors.

Qualifications

• 2–4 years in Voice of Customer, CX insight, CRM or contact-centre operations - ideally retail, e-commerce or luxury.
• Hands-on with Qualtrics (or an equivalent VOC / survey platform) and comfortable with CSAT / NPS / FCR methodology.
• Strong reporting and analytical skills - Excel essential; Power BI or Tableau an advantage.
• Detail-oriented and process-disciplined, especially around data accuracy and follow-up SLAs.
• Clear written and verbal communication for reporting and customer follow-up.
• Fluent Arabic and English, given GCC coverage and member-facing communication.
• Self-managing in a remote / nearshore structure.
• Bachelor's degree in business, Marketing, Information Systems or a related field, or equivalent experience.

Responsibilities

• Survey governance: maintain the Qualtrics VOC programme - survey build, sampling, distribution, and scheduling across CSAT, NPS and FCR touchpoints.
• Response health: monitor response rates and data quality, troubleshooting drops and keeping surveys live and accurate across brands and markets.
• Close-the-loop: run day-to-day follow-up on detractor and at-risk feedback, logging resolution within SLA.
• Insight & reporting: produce daily, weekly and monthly VOC reporting - CSAT/NPS/FCR trends, driver analysis and actions for leadership.
• Root-cause tagging: categorise feedback to surface systemic themes and recurring pain points.
• Quality audits: support audits and feed findings into resolution standards.
• Continuous improvement: translate VOC themes into CI recommendations and track to closure with owners.
• Cross-functional coordination: work with Frontline, Backline, Digital Ops and brand teams to drive action.
• Governance & privacy: handle all customer data in line with data-privacy standards and Group policy.

Job description

Chalhoub Group is seeking a Voice of Customer specialist to own the VOC programme across the brand portfolio, turning feedback into actionable insights and continuous improvement. You will manage survey operations, ensure data quality and drive follow-up actions with brand teams.

The role requires experience with Qualtrics, strong analytics, and fluency in Arabic and English. You’ll work in a remote/nearshore setup supporting GCC markets and luxury sectors.