Role: Customer Experience Manager

Role Profile: As the In-store CEM reporting to the Store Manager, you will lead the store team to deliver
exceptional customer service, ensuring compliance with legal requirements and Alshaya H&M
standards.

Duties & Responsibilities:

• Lead and develop a high-performing team through succession planning, talent development, and
  structured performance management to ensure exceptional customer service.
• Stay current with fashion trends and styling techniques to enhance product offerings and proper
  customer engagement.
• Collaborate with the Store Manager to set and achieve sales and profit goals by delivering
  outstanding customer experience and Monitoring Service KPIs.
• Regularly update online platforms, such as Google Business profiles, to showcase the latest trends
  and campaigns, driving increased store traffic.
• Investigating and resolving complex customer concerns promptly, fostering customer satisfaction
  and loyalty.
• Motivate and lead staff to consistently provide the highest level of customer service, aligning with
  company standards and policies, while ensuring compliance with legal requirements and Alshaya
  H&M standards.
• Promoting loyalty programs, enhancing the process of enrolling new members, loyalty transaction
  linkage and rewards redemptions to enhance customer retention.

Skills & Experience:

• Experience in managing or supervising people in a similarly fast-paced setting, confident to deal
  with the many different challenges each day. Experience in providing customer service support.
• Excellent communication skills and the ability to lead, train and develop a team.
• 5 years’ experience in Customer Service, with at least 2 years in a managerial position.
• Customer service orientation, strong customer-facing and communication skills.
• Independent and proactive with a positive attitude and strong ability to take ownership.
• Detail-oriented and process-focused and strong at quantitative/qualitative analysis.
• Excellent written and spoken communication skills in Arabic and English.
• Highly organized and able to structure and execute multiple processes simultaneously.
• Comfortable with quick changes, novel issue resolution, and ambiguity
• Passion for fast-paced fashion retail is a plus.
• Awareness of the industry’s latest Fashion trends.

Knowledge:

• Conflict management
• Training
• Customer first mindset