Overview
Customer Experience Manager – Dubai Mall Jobs in Dubai, Dubai, United Arab Emirates at Hermès
Title: Customer Experience Manager – Dubai Mall
Company: Hermès
Location: Dubai, Dubai, United Arab Emirates
SCOPE OF JOB: Dubai 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.
