Senior Consultant - Customer Care

Chalhoub Group (on behalf of Zimmermann); Dubai; Híbrido; AED 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health care

Child education contribution

Remote and flexible working policies

Exclusive employee discounts

Descripción de la vacante

Chalhoub Group (on behalf of Zimmermann) seeks a VOC Lead to run the day-to-day Voice of Customer programme and manage Qualtrics surveys. You will monitor response rates, ensure data quality, and surface themes for continuous improvement.

You will produce regular CSAT, NPS, and FCR reports, classify feedback, and collaborate with Frontline, Backline, Digital Ops, and brand teams to drive customer-centric changes while upholding data-privacy standards.

Formación

• 2–4 years in Voice of Customer, CX insight, CRM, or contact-centre operations
• Bachelor's degree in business, Marketing, Information Systems, or a related field

Responsabilidades

• Run the day-to-day VOC programme and maintain the Qualtrics VOC programme
• Monitor response rates and data quality and translate themes into improvement actions
• Produce daily, weekly, and monthly VOC reporting on CSAT, NPS, and FCR trends
• Categorise and tag feedback to surface systemic themes and support quality audits
• Coordinate with Frontline, Backline, Digital Ops, and brand teams
• Handle customer data in line with data-privacy standards

Conocimientos

Voice of Customer

CX insights

CRM

Contact-centre operations

Educación

Bachelor's degree in business/Marketing/Information Systems

Herramientas

Qualtrics

Excel

Power BI

Tableau

Descripción del empleo

Responsibilities

• Run the day-to-day Voice of Customer (VOC) programme
• Maintain the Qualtrics VOC programme including survey build, sampling, and distribution
• Monitor response rates and data quality
• Execute close-the-loop follow-ups on detractor and at-risk feedback
• Produce daily, weekly, and monthly VOC reporting on CSAT, NPS, and FCR trends
• Categorise and tag feedback to surface systemic themes
• Support quality audits across the brand portfolio
• Translate recurring VOC themes into continuous improvement recommendations
• Coordinate with Frontline, Backline, Digital Ops, and brand teams
• Handle customer data in line with data-privacy standards

Requirements

• 2–4 years in Voice of Customer, CX insight, CRM, or contact-centre operations
• Experience in retail, e-commerce, or luxury sectors preferred
• Hands‑on experience with Qualtrics or equivalent survey platforms
• Proficiency with CSAT, NPS, and FCR methodologies
• Strong reporting and analytical skills with Excel (Power BI or Tableau is an advantage)
• Detail‑oriented and process‑disciplined
• Fluent Arabic and English
• Bachelor's degree in business, Marketing, Information Systems, or a related field

Benefits

• Health care
• Child education contribution
• Remote and flexible working policies
• Exclusive employee discounts