Job Summary: The Senior Customer Experience Executive will oversee our own concept beauty stores Wojooh across the UAE/GCC regions. The role will oversee around 80+ Wojooh stores and have 1 Customer Experience Executive to support. This role is key in realizing our customer strategic vision, The Senior Customer Experience Executive will play a key role in developing stores that are user friendly, engaging, memorable, and provide an easy path to purchase for our customers. This role is also to look at the continuous improvement of the in store and digital experience as well as the future experience. Do you have a passion for...
Forming genuine connections with customers to create a memorable experience that makes them want to come back?
Joining a disruptive retail environment where we’re always rewriting the rules?
Working together to achieve something better than what we can do individually?
Taking risks, trying new things and where learning from mistakes are valued we are continuously improving?
A positive and collaborative work environment that includes mutual respect and trust?
Key Duties and Responsibilities: Reporting to the Head of Guest Experience, the role will be to:
Run workshops with stakeholders to effectively co-design experiences and services that lead towards the multi-channel customer experience strategy
Work closely with the store design, VM, Customer Insight marketing and execution teams to design and implement solutions that are fit for purpose
Responsible for maintaining experience standards and consistency across Wojooh retail and digital
Be the voice of, and champion the customer by creating a positive, energetic environment focused on the customer experience
Hit the ground running and be able to identify quick wins and implement them quickly
Ensures customer expectations are exceeded at each visit to any Wojooh touch point
Responsible for achieving customer satisfaction goals across the estate
Create the CX Strategy and help develop the Brand Propositions
Customer Insight generation and driving customer-centric change
Customer Value Proposition Development
Create and lead the Voice of the Customer(VOC), particularly Customer Effort and Net Promoter programmes
Coordination and engagement of business unit stakeholders that are integral for creation of the CX Strategy creation and execution
Creation of retail tools that drive the retailer voice and oversee their perfect implementation
Continually analyse, create, execute and evaluate the customer journey of the retail brand to stay relevant and adapt to the consumer needs.
Qualifications, Skills and Experience:
The applicant must hold Certification in an Art or display discipline
Four years of CX and design experience in multi-channel companies.
Knowledge of the region advantageous but not necessary
Microsoft proficient, PowerPoint especially
Adobe Creative Suite advantageous but not necessary
Commitment, Integrity, Empathy and Flexibility.
Proactively demonstrates a “go the extra mile” mindset entrepreneurial and innovative and be able to demonstrate a flexible attitude to accommodate customer and business needs.
Credibility, professionalism and strong personal integrity
Leadership courage with the ability to challenge key business decision-makers and the ability to give and receive feedback
Possess strong analytical skills and results-oriented mindset
Confident, personable, independent character with a collaborative working style and a motivational yet challenging approach, capable of building productive relationships throughout the organisation and externally
Experience in delivering Customer Journey Mapping and similar tools desirable
Experience of operating in a multi-channel customer environment
Responsible for achieving customer satisfaction goal for the entire store estate
Chalhoub Group is the leading partner for luxury across the Middle East and an expert in retail, distribution and communication. With a growing workforce of more than 12,000 people, and a network of over 650 retail stores, the Group's success is attributed to its highly skilled and dedicated teams.