Head of Customer Service – Premium Watch Brand
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Key skills for this role
About the Role
One of the renowned luxury watch retailers in the GCC is seeking an experienced Head of Customer Service to lead its customer experience and after-sales service operations.
Key Skills for This Role
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Overview
One of the renowned luxury watch retailers in the GCC is seeking an experienced
Head Of Customer Service
to lead its customer experience and after-sales service operations.
Location - Dubai
- This leadership role is responsible for delivering exceptional service standards across all customer touchpoints, overseeing after-sales support, service centers, warranty management, repairs, and customer relationship management while ensuring an outstanding ownership experience that reflects the prestige of the brands represente
- d.Key Responsibiliti
- esDevelop and execute the customer service and after-sales strategy across the retail networ
- k.Lead and manage customer service, client relations, and after-sales team
- s.Ensure world-class customer experience and service excellence standard
- s.Oversee watch servicing, repairs, warranty claims, and customer complaint resolutio
- n.Monitor customer satisfaction, service KPIs, and operational performanc
- e.Drive continuous improvement initiatives to enhance customer loyalty and retentio
- n.Collaborate closely with retail operations, sales, marketing, and brand partner
- s.Manage relationships with luxury watch brands, service centers, and key stakeholder
- s.Implement best practices, systems, and processes to optimize customer journey
- s.Requiremen
- tsBachelor's degree in Business Administration, Customer Experience, Retail Management, or a related fiel
- d.8–10+ years of experience in customer service and after-sales operations, including senior leadership experienc
- e.Proven background within the luxury watch, jewelry, luxury retail, or premium consumer goods secto
- r.Strong understanding of luxury clientele expectations and after-sales service operation
- s.Excellent leadership, communication, and stakeholder management skill
- s.Experience managing service centers and customer experience programs is highly desirabl
- e.
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