E-Partnerships Account Executive

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Who we are 

We are a leading partner for luxury across the Middle East. With more than 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by offering service excellence to our partners and delighting all our customers. We are moving fast from a traditional distributor and retailer for luxury in the Middle East, to a hybrid retailer bringing luxury experiences to the fingertips of customers everywhere.  

To fuel the next stage of our growth we are looking to build a world class team.  From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations.  We are looking for top talent to join us on this journey of exploring new horizons together. 

What you will be doing 

The job holder of this position is responsible for the day-to-day eCommerce operations, on an end-to-end perspective from order management to returns. You are also responsible for the stock control and the quality of service and relationship management with Guests

  • Receive the orders from eCommerce back office, and process them into the POS
  • Maintain the stock level and liaise with management to ensure replenishment and deliveries
  • Audit the stock levels and check the consistency of the data through the different platforms and software used, and in coordination with eCommerce – Merchandise Analyst. Ensure that discrepancies and variances during stock take and cycle counting are properly identified and communicated to Back-office
  • Manage order preparation and shipment respecting Business rules and requests (time, quantity and quality)
  • Ensure invoicing for all orders is done accurately and according to the guidelines. Print the invoice and attach it to the order shipment Handle inbound and outbound customer queries related to the customer accounts, loyalty membership and/or product purchases via a variety of channels (email, telephone, mobile)
  • Ensure a quick resolution of Customer queries while offering the highest level of customer service
  • Investigate any issues raised and revert to the Customer
  • Respond to e-mails received within the SLA and guidelines framework, professionally and with an all-encompassing response
  • Escalate high profile customer complaints to management
  • Make any outbound calls required to follow-up on Customer’s enquiries and requests, members/customers surveys or any other calls as required from time-to-time
  • Perform Data Capture functions to complete member registration or order management and enter details into the database, process manual transactions and any other ad hoc work that may the required Reporting:
  • Establish and maintain metrics and provide frequent communication and feedback to management to enhance quality and productivity
  • Produce operation reports and customer management reports
  • Help solve problems and make informed decisions that affect the service, and productivity
  • Assess, evaluate and propose continuous process improvement
  • Adjust priorities and manage time wisely in a fast-paced environment
  • Update order status on the monitor
  • Manage the shipment provider, proceed to handover and follow up on delivery process
  • To ensure all documentation and stock updates are done in a timely manner
  • Liaise with Front-Of-House/Concierge Desk whenever it is needed to provide any required information and solve any issue with Customer (returns, refunds, cancellation, claims…) Returns / Refund Management:
  • Manage the return process by entering returns in the order management tool:
    • a. Reception of the returned order
    • b. Quality control of the products
    • c. Process validation according to the business specifications for RMA
    • d. In case of product replacement prepare the next shipment, and in case of refund ensure the customer has been credited

 

What you'll need to succeed 

  • 2 years of relevant experience
  • University Degree in Business Administration or any relevant field

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.  To view all our perks and benefits, click here.

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Dubai

Chalhoub Group d3 Office
Dubai Directions View page

DIVERSITY

With our people at heart, we believe in building a diverse work environment that nurtures and celebrates people’s differences, offers equal opportunities to all and ensures that our team members have a sense of belonging.

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