Service Category Manager

Merge Recruitment Agency; Dammam; On-site; SAR 167,400 - 279,000; Full time

Job summary

Merge Recruitment Agency seeks a Service Category Manager in Dammam, Saudi Arabia. The candidate will lead on-floor services to enhance customer experience and drive footfall through events. Applicants should have 5-7 years of relevant experience, a Bachelor's in business administration, and be proficient in both Arabic and English. The position requires strong communication, planning, and analytical skills, alongside a creative mindset. This is a chance to innovate and improve service standards in a leading home ware retail company.

Qualifications

• 5–7 years of experience in a related field; retail experience is a plus.
• Exceptional oral and written communication skills in Arabic and English.
• High sensitivity to deadlines and ability to handle multiple responsibilities.

Responsibilities

• Lead and coordinate all on‑floor services activities to ensure maximum customer experience.
• Develop NICE on‑floor services standards, processes and KPIs.
• Continuously monitor industry trends to initiate new on‑floor services.

Skills

Oral communication skills

Written communication skills

Analytical skills

Creative mindset

Planning and organizing skills

Education

Bachelor’s degree in business administration

Tools

Microsoft Office Suite

Job description

Position Overview

A leading home ware retail company located in Dammam, KSA seeks to hire a Service Category Manager reporting to the Head of Marketing. The role focuses on leading and coordinating on‑floor services to ensure maximum customer experience and drive footfall through customer‑driven events.

Responsibilities

• Lead and coordinate all on‑floor services activities, while assuring the maximum customer experience
• Achieve, improve and benchmark footfall resulting from customer‑driven events
• Develop NICE on‑floor services standards, processes and KPIs
• Lead the planning and the execution of the first and subsequent stores’ on‑floor services, and manage day‑to‑day activities related to services such as wedding & gifting, live demos, café, and others
• Liaise and contract with third‑party providers as needed
• Conduct field visits to store(s) to oversee implementation of on‑floor services
• Capture insights continuously by performing regular and systematic customer research and activities (e.g., surveys, customer focus groups, electronic customer feedback, feedback from customer‑facing staff)
• Lead cross‑functional meetings presenting key findings of POS data analysis and customer research, highlighting future plans and their implementation
• Continuously monitor industry trends and competitors’ activities to initiate new on‑floor services and ensure better customer experience
• Develop and maintain customer initiatives such as loyalty programs, gift cards, etc.
• Generate additional income for stores through events and space rentals
• Consistently improve the level of provided services and innovate new value‑added service initiatives
• Collaborate with designers, buyers, visual merchandisers and other related parties for on‑floor services ongoing activities, development and improvement
• Create the on‑floor services calendar and work on its perfect execution in coordination with the Marketing Manager

Requirements

• Own a car – any vehicle acceptable
• Have a valid driving license – any license acceptable
• Languages: Arabic (native/mother tongue) and English (native/mother tongue)
• Bachelor’s degree in business administration
• 5–7 years of experience in a related field; retail experience is a plus
• Exceptional oral and written communication skills in Arabic and English
• Proficient in Microsoft Office Suite
• Creative and innovative mindset
• High sensitivity to deadlines and ability to handle multiple responsibilities
• Excellent planning and organizing skills
• Exceptional analytical, critical thinking, and problem‑solving skills
• Ability to handle various responsibilities when needed