CX Manager Swarovski - Arabic Speaker

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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.  

As Swarovski Customer Experience Leader you will craft engaging journeys for our customers across channels. You will work cross functionally and across territories to further elevate Customer Experience in line with the brand repositioning towards Attainable Luxury.

We are looking for someone with an expert understanding of all touch points across the entire customer journey, including a good understanding of the Middle East.

What you will be doing 

Setting the vision:

  • Develop a strong understanding of the brand's customer journey and market specificities through data and qualitative insights
  • Articulate vision and roadmap, in line with new brand positioning and group priorities, to further elevate the experience across channels
  • Identify pain points, opportunities and define actions to deliver seamless omni channel journeys

Training:

  • Ensure excellent level of service across all the touch points
  • Create programs to up skill our store teams with focus on selling ceremony, product expertise and Clienteling mindset
  • Create ad hoc content to support CX improvement initiatives (i.e. educational videos, training decks)
  • Elevate tech savviness of team to support roll-out of digital projects in-store
  • Build a strong clienteling culture that nurture client relationship and accelerate brand loyalty
  • Develop the roadmap to further up skill our teams
  • Set targets by market/store and monitor progress
  • Act as a liaison for the Group “CX” team and lead for the brand Chalhoub programs such as: Voice of Customer, Mystery Shopping among others
  • Define KPIs in coordination with Group “CX” team to monitor success and progress
  • Prepare presentations and clearly communicate projects deliverable to Group and Brand Leadership 

What you'll need to succeed

  • Relevant experience in Retail
  • Experience in designing and improving customer journeys  
  • Strong understanding of customer service
  • Experience in training/coaching in store teams to instil a CX mindset 
  • Capability to articulate compelling vision, explaining the “why” and “how”
  • Experience partnering across the organisation to deliver result driven CX programs
  • Strong commercial mindset, able to measure initiative success
  • University Degree in Business Administration, Marketing or any related field
  • Strong written, verbal and presentation skills
  • Arabic Speaking as 50% of role will be handling KSA 
  • You will be customer obsessed with a strong desire to make an impact! 

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.

We usually respond within a week

Or, know someone who would be a perfect fit? Let them know!

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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