Retail Customer Experience Manager

About the role

As the Retail Customer Experience Manager, you will be responsible for delivering a world-class customer service experience by overseeing and managing day-to-day service delivery across many high-profile brands and core businesses to increase customer satisfaction, loyalty and retention. You will set a clear customer experience mission, deploy strategies focused on new initiatives and service offerings to all customer groups to improve customer service experience through creating engaged customers and facilitating growth, taking ownership of customer's issues and following problems through to resolution.

Key Accountabilities include, but are not limited to:

- Develop and execute customer service strategy for all stores and brands for QDFC to deliver best in-class customer service.
- Develop a CRM system using a computerized database to track information about a customer, such as purchase history, preferences and contact details to maintain and strengthen client relationships for long term loyalty.
- Develop and implement a mystery shopping model to check service levels from time to time to ensure service strategy is followed.
- Design and initiate personal shopping business by creating and training a personal shopper team to ensure VIP customers get the service level they expect to drive high-value sales.
- Develop, implement and manage the organization's customer service policies, procedures, standards, and strategies to comply with and maintain knowledge of applicable rules, regulations, standards, and best practices for continuous improvements.
- Develop customer service strategy in line with the promotion strategy to maximize return on investment of promotions.
- Manage customer service activities for QDFC, develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities, and ensure all customer service activities support and strengthen the strategic objectives of the overall organization.
- Lead the customer service team to manage customer complaints to ensure quick turnaround times in service recovery, identify the root cause of repeat customer service issues and implement relevant checks to ensure repeat occurrence of these issues can be ceased.
- Monitor daily customer interactions, analyse customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges and identify opportunities to improve customer service.
- Ensure continuous communication and feedback to senior management and peers on customer service levels, including success stories and opportunities to raise the service bar.
- Coordinate with brands on the brand's specific service requirements, if any, and ensure each brand's service strategy is implemented in the appropriate locations to best project the brand image.
- Develop concierge service in line with 5-star service delivery to project QDFC as a top airport shopping destination.
- Organise, plan and conduct mystery Shops internally within QDFC and by the respective brands to check service delivery from time to time to have excellent mystery shop scores.
- Ensure all operational standards are met through adherence to Standard Operating Procedures and that any deviations are identified and corrected immediately
- Support the customer service team to deliver business results as per customer experience strategy.
- Collaborate with the Training and Development team to ensure relevant and regular training interventions are delivered to staff to provide the highest retail standards.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.

Join us as we dare to achieve what’s never been done before.

About you
- Relevant College or University qualification to min Bachelor's level
- Minimum of 6-7 years’ experience in retail developing, managing and influencing people and the bottom line results
- Experience in customer facing, fast paced business
- Knowledge of the business environment in the region and ability to tap into networks to stay current
- Proficient with MS Office, while working knowledge of other retail IT systems is must
- High degree of analytical and strategic thinking skills
- Customer focus, Tracking Budget Expenses, Pricing, Market Knowledge, Staffing, Results Driven
- Experience working in Middle East; international business or luxury market experience is preferred
- Prior experience with Duty Free or airport will be an advantage
- Arabic language fluency an advantage

About Qatar Airwa