Apr 16, 2018

Senior Customer Experience Executive Job Placement - Chalhoub Group

  • Chalhoub Group
  • Dubai - United Arab Emirates
Full time Arts, Design and Entertainment Jobs Customer Service and Call Center Jobs

Job Description

Job Title:  Senior Customer Experience Executive

Company Name: Chalhoub Group

Location: Dubai, United Arab Emirates (UAE)

 

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
  • English: Excellent English skills required
  • Arabic: Preferable

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