Customer Experience Manager - Dubai Mall

About This Role

SCOPE OF JOB: D ubai Mall Store As a Customer Experience Manager, you will be responsible for ensuring exceptional customer service, building lasting client relationships, and elevating the overall shopping experience at our high-end fashion retail store, in collaboration with the Client Advisors. Your focus will be on delivering personalized service, fostering a positive shopping environment, and maximizing customer satisfaction to drive brand loyalty and revenue growth.

Responsibilities ENHANCE CUSTOMER EXPERIENCE:

• Support the implementation and uphold the highest standards of customer service to ensure a luxurious and memorable shopping experience for every client.
• Act as a brand ambassador, embodying the brand's values and creating a welcoming and sophisticated atmosphere in the store.
• Effectively manage the correct use of the in-house queue management tool to ensure a smooth flow of customers and appointment booking.
• Ensure that the Customer Experience Executive team is proactively engaging with customers, anticipating their needs, and providing personalized recommendations and styling advice.

CLIENT RELATIONSHIP MANAGEMENT:

• Build and lead by example in maintaining strong relationships with high-value clients, ensuring they receive exceptional treatment and personalized attention during every visit.
• Monitor and support management of the customer database, keeping detailed records of client preferences, purchase history, and special occasions to facilitate customized service.

TEAM MANAGEMENT AND TRAINING:

• Lead and inspire the team of Customer Experience Executives, setting the standard for customer service excellence and providing ongoing training to enhance their skills.
• Foster a positive and collaborative work environment, encouraging teamwork and a shared commitment to delivering outstanding customer experiences.

SALES AND REVENUE OPTIMIZATION:

• Collaborate with the Client Advisors to meet and exceed sales targets while ensuring the focus remains on the customer's needs and satisfaction.
• Support the Sales Team by identify opportunities to upsell and cross-sell based on customer preferences, driving incremental revenue for the store.

CUSTOMER FEEDBACK AND SERVICE IMPROVEMENT:

• Promote the collection and analysis of customer feedback to identify areas for improvement in the customer experience.
• Implement strategies to address customer concerns, resolving issues promptly and effectively.

Experience

• Bachelor’s degree in business, Retail Management, Fashion, Customer Service or equivalent experience.
• Proven experience in customer service with a track record of delivering exceptional customer service.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent interpersonal and communication skills, with the ability to engage and connect with high-end clientele.
• In-depth knowledge of luxury fashion trends, designers, and brands.
• Proficiency in customer relationship management CRM software (My HPad) and other retail systems.
• Flexibility to work evenings, weekends, and public holidays as required in a luxury retail environment.