Customer Service Manager - KSA WP (Female)
Customer Service currently operates in ten countries across the Middle East and North Africa and works closely with colleagues in Russia, Turkey and Central Eastern Europe to help build consistent customer service standards and experience across Alshaya.
The Customer Care Team ensure great customer service is at the heart of Alshaya's business, the team captures and analyses customer feedback and experiences through a number of initiatives and run support, incentive and training activities to consistently improve the customer experience and ensure a fast and first class service recovery when needed. In addition the Team manages a number of internal programs to identify and recognize individuals who have demonstrated excellence in customer service.
As a Customer Service Manager, you will supervise all relevant matters relating to the geographical zone service performance, and act as service coach to assigned stores and projects. You will also recommend improvements to enhance external service quality standards in order to ensure a consistent customer service experience.
Specifically you will:
* Conduct periodical visits to stores within your functional area to build relationships with internal customers
* Develop a clear understanding of SHOPPIE (Alshaya mystery shopper programme) standards and Customer Service offering
* Support the delivery of consistent customer service by raising awareness of standards in stores, as well as driving and increasing employee knowledge
* Create a two-way feedback loop with the brand teams to enhance business / SHOPPIE & VOC performance
* Train and coach front-liners in the stores to optimise quality of service, business growth and customer satisfaction
* Conducting classroom-style training sessions that will assist and support Service Education initiatives in line with Group Customer Service initiatives
* Schedule and conduct Store activities (such as in-store coaching) especially for stores that have not achieved their defined Service Performance metrics
* Perform observation visits, store manager meetings, and other in field activities as deemed necessary
* Maintain an activities log of all trainings, shoulder-to-shoulder, roadshows, store manager meetings, brand meetings, and follow-up visits
* Develop improvement plans with Operations to achieve brand and store targets
* Attend brand training(s) as required to enhance relevant knowledge, techniques and skills
* Promote Alshaya's Vision and Values. * A university degree
* Minimum 5 years' related work experience
* Good communication and presentation skills
* Strong leadership and motivational skills. M.H. Alshaya Co. is a leading international franchise operator for over 70 of the worlds most recognised retail brands including Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Changs, The Cheesecake Factory, Victorias Secret, Boots, Pottery Barn and KidZania. The company operates over 2,800 stores across diverse customer sectors: Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings and Leisure & Entertainment.
Alshayas stores can be found in markets across the Middle East and North Africa, Russia, Turkey and Europe and the company employs more than 44,000 people from over 110 nationalities.
The company has established itself as the industry leader across these territories through a combination of local market understanding and a comprehensive commitment to customer service. Growth in each of its operating divisions and brands is supported by continuous investment in talent and infrastructure. It applies best practices in retail operations, merchandising, marketing, information technology, logistics, real estate, human resources and financial controls.
M.H. Alshaya Co. is the retail business of the Alshaya Group, which was founded in Kuwait in 1890 and today represents one of the most dynamic companies in the Middle East. In addition to its retail operations, the Alshaya Group is active in a number of other sectors including real estate, automotive, hotels, trading and investments. |