Customer Experience Director

3 days ago

Doha, Baladīyat ad Dawḩah, Qatar Chalhoub Group Full time

Key Responsibilities

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  • Drive the Business

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    • Lead by example and represent the brand by communicating its values and philosophy through all activities and interactions with customers and other team members.

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    • Define, execute and monitor the store action plan to achieve sales targets and KPIs.

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    • Manage the customer database to build strong relationship with customers and create future potential selling opportunities.

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    • Stay ahead of latest trends, products and competitors and share feedback with relevant stakeholders in the back-office team.

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    • Think hybrid by leveraging all type of point of sales online and offline.

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  • Team Leadership and Development

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    • Provide a clear vision to the team about the business and store's vision and key directions.

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    • Identify, recruit, develop and retain strong talents.

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    • Create a positive work environment based on trust, respect and fairness and be the voice of the employees when needed by sharing any of their feedback, challenges and concerns with the leadership and HR teams.

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    • Act as a coach for the team members and promote growth mindset by leveraging the Group's available learning tools and platforms and constantly monitor the team's development plans and professional growth.

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    • Ensure performance improvement plans are discussed and documented in a transparent manner.

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  • Customer Experience

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    • Develop the omnichannel mindset among the team by constantly promoting the different touchpoints of the customer experience (physical and digital).

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    • Use the clienteling approach and techniques with a focus on VIPs, leveraging customer data to proactively cater to their needs and preferences, the brand's ecommerce business including different activities, offerings, activations, etc.

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    • Recruit new clients and convert them into loyal VIP customers by providing them with an excellent experience and constantly networking with them.

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  • Operational Excellence

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    • Ensure all sales and operational policies and procedures (SOP's) are followed and maintained in the store.

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    • Ensure e-commerce orders are prepared and processed within the set SLAs in terms of time and quality and no fulfillment action is pending in the store.

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    • Leverage available technology tools when available to support customer experience in and outside of store (Clienteling app, OMS, Whatsapp Business, etc.) and ensure the team is well versed with it or otherwise trained on it.

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    • Ensure all operating standards are followed from stock replenishment to organizing displays as per the brand's VM guidelines.

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    • Ensure a healthy floor coverage by analyzing historical traffic data and anticipating peak hours.

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    • Ensure that all processes are compliant with legal, safety, security, retail store operations and HR guidelines, work closely with relevant teams to constantly improve them and escalate any issues or concerns for prompt action.

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What You'll Need To Succeed

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We are looking for an individual who is passionate about delivering exceptional customer experiences and has a proven track record of success in luxury retail. If you have a keen eye for detail, excellent communication skills, and a passion for leading a high-performing team, we encourage you to apply.

We offer a competitive benefits package, including health care, child education contribution, remote and flexible working policies, as well as exclusive employee discounts.

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