INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work® certification in several markets.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What you'll be doing  

Leadership, Coaching & Team Engagement

• Lead, coach, and engage a team of customer care consultants and senior consultants, fostering a culture of ownership, accountability, and continuous improvement.

• Create a high-energy, resilient team environment capable of operating effectively under pressure and during peak periods.

• Conduct regular one-to-ones, performance reviews, and structured feedback sessions aligned with individual development plans (IDPs).

• Act as a role model for luxury communication standards, professionalism, and customer-centric leadership.

Performance Management & KPI Ownership

• Own and drive key operational and commercial KPIs including SLA, productivity, quality, resolution rates, CSAT, conversion, and sales contribution.

• Use data and insights to proactively identify performance gaps, root causes, and improvement opportunities.

• Design and implement corrective action plans to improve results and customer outcomes.

• Ensure consistent adherence to brand tone of voice, service standards, and experience guidelines across all channels.

Commercial Mindset & Sales Enablement

• Drive a selling-in-service mindset, ensuring teams confidently identify and act on upsell, cross-sell, and assisted sales opportunities.

• Support revenue-generating initiatives such as Pay-by-Link, assisted checkout, and campaign execution.

• Balance service excellence with commercial outcomes, contributing directly to customer lifetime value and retention.

AI, Automation & Digital Enablement

• Actively support and adopt AI-enabled tools, automation initiatives, and chatbot / conversational flow designs.

• Partner with CX, Digital, and AI teams to:

• Improve deflection and self-service journeys

• Reduce repetitive contacts

• Enhance agent productivity through technology

• Champion change management and ensure teams are trained, confident, and engaged with new digital capabilities.

Stakeholder & Brand Management

• Collaborate closely with multiple brands, retail teams, e-commerce, digital, and operations stakeholders to align on priorities and customer journeys.

• Manage escalations professionally while protecting brand equity and customer trust.

• Act as a key bridge between frontline execution and strategic CX initiatives.

Reporting, Insights & Continuous Improvement

• Prepare and deliver accurate weekly and monthly performance reports, supported by data-driven insights.

• Analyze customer trends, complaints, VOC feedback, and operational data to recommend improvements.

• Proactively flag systemic issues and contribute to process optimization and journey simplification initiatives.

What you’ll need to succeed  

Experience & Background

• Proven experience in customer care or contact center operations, with prior supervisory or team leadership experience.

• Experience in luxury retail, beauty, fashion, or e-commerce is a strong advantage.

• Demonstrated ability to lead teams in a high-volume, fast-paced environment.

Capabilities & Skillset

• Strong leadership presence with excellent coaching, communication, and engagement skills.

• Solid understanding of performance management, KPIs, SLAs, and quality frameworks.

• Strong commercial awareness with the ability to drive sales through service.

• High analytical capability with confidence in reporting, data interpretation, and decision-making.

• Exposure to or strong interest in AI, automation, chatbot journeys, and digital CX transformation.

• Hands-on knowledge of Genesys, Salesforce Service Cloud (SFSC), and Sprinklr is a strong plus.

• Exceptional written and verbal communication skills aligned with luxury brand standards.

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.  

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.