Emirati Retail Talent - Role

Dubai, UAE

Overview of Role

• As part of the MENA Mail Order team, you play a key role in ensuring our customers have a 5-star experience across all digital platforms.
• You will work with our brand, digital and sales force teams to create a 5-star online shopping experience.
• From when they first log into the website, to the checkout, to the product arriving at their door, it will be your responsibility to make sure this is a smooth, quick and pleasant experience.
• You will manage a small team and will be responsible for:
• Picking and packing orders
• Spa Bookings
• 5 star Customer care through different offline and online platforms
• Inventory management (Transfers in and out, Wastage control, ordering fresh and SSL )
• Sales driving
• As a Mail Order supervisor at Lush, your main role will be to respond to our customers in a quick, friendly, and effective manner to make sure they become customers for life whether that is online or in the shops.
• You will ultimately support overseeing and project managing the mail order side of the business and leading the online customer journey.
• You will push all boundaries to create the ultimate online experience for our customers
• You should always be thinking about the impact, results, and learnings to steer our online customer experience and continue to make sure Lush is at the forefront of the customer journey.
• What we’ll ask you to do:

Customer Experience

• Deal with all customer communication online and offline through all platforms (Email, Phone, Live Chat, WhatsApp).
• Loving the customers! Have regular communication, consultations, and follow-ups with our customers on all platforms.
• Living the We Believe statement “The customer is always right”.
• Being an expert in 5-star customer experience with customer complaints.
• Give 5-star online consultation with RAOK and sampling strategies to build sales.
• Spa bookings via calls and emails.

Mail Order

• Organising and leading the team in the picking and packing of orders daily.
• Making sure our packing standards are met.
• Ensuring Mail Order has the sundries needed to efficiently pick and pack the boxes (eco flow, boxes etc.)
• Reviewing and ordering fresh weekly and short shelf life (ssl) monthly.
• Tracking orders and following up on delivery service standards daily.
• Support managing the Mail Order room and team, increasing efficiencies and maintaining a 5-star service
• Show up to each shift with a positive attitude and ready to contribute to the team
• Taking direction and completing tasks as delegated by your management team to ensure the smooth running of the store.
• Be open to change and seek feedback from your team to grow your skills and add value to your shop
• Give feedback using the EEC model with all members of the team.
• Work closely with the Manager and Trainee Manager with their goals and vision for the store, keeping the customer experience, ethical selling, team development, sales and profitability as your main
• priorities by aiming to spend 80% of your working week on the shop floor.
• Be accurate and efficient on the till and with cash/credit card handling
• Stock product displays to appropriate levels and rotate stock for freshness
• Learning and adhering to the company policies and procedures that are communicated to you
• Making sure communication is strong between the supervisor and the trainee manager as well the as manager

Digital

• Manage stock levels on the website backend daily and update it frequently. Working with the Digital Manager to ensure all aspects of the website are working
• Fresh eyes on our website, making sure all the content is relevant and accurate.
• Keeping the Instashop Integration list updated daily
• Keep Talabat stock updated.
• Who you’ll be:
• This position is open to all to apply
• Must be Arabic and English speaking.
• Great multi-tasker with fantastic time management skills.
• 5-star customer service at the heart of what you do.
• Solution-oriented when problem-solving.
• Strong writing and verbal communication skills in English and Arabic.
• Knowledgeable about Lush Products and Brand.
• Leading by example.
• Pay: AED6,000.00 per month