This role is responsible for the end-to-end customer journey, ensuring customer centric decisions and processes are followed instore and online to achieve and maintain customer service excellence and further drive sales. Driving excellence across all customer touch points, defining our customer profile and mapping a seamless customer journey.
The job holder is responsible for customer service excellence across 7 markets. Markets covered are: UAE, Oman, Bahrain, Qatar, Egypt, Kuwait, KSA.
What you will do:-
Description of Accountability:
Work to define and shape the customer experience strategy across all products, platforms and systems
Work cross-functionally with peers/colleagues and teams across M&S to align methodologies, insights, and prioritize customer experience enhancements
The role will connect all customer journey channels including all functional and departmental units, ensuring full collaboration
Work with key stakeholders and assess customer experience efforts for ongoing opportunities to improve operational efficiencies
Exhibit a deep understanding of the user experience and the tone of our brand, drive the customer experience with new ideas that are product focused.
Understand customers perspectives and advocate for customer value company-wide / share insights / drive results as a customer advocate.
Engage with the AFG contact center to driving Brand understanding and periodic training
Ensure great knowledge and commercial understanding on the NPS process internal and with external competitors to better drive engagement with customers
Right Product for Right customer in the right place
People & Commercial
Leads the representatives in store who will act as ambassadors driving the commercial customer agenda (NPS, BLUE, Serve Sell, Create Magic)
Develop a specific action plan for ambassadors to ensure the drive of customer spend, retention and loyalty in all markets by all ambassadors and sales teams
Develop creative opportunities to drive sales in a customer focused, cost effective and efficient way
Support customer journey ambassadors and sales team of the store with coaching and sharing of best practice
Ensures an excellent level of customer service is always a priority by executing and achieving customer excellence through regular assessment, coaching and follow-up with team – maintains visibility and leads by example on the selling floor
Work with HRBP to deliver targeted people solutions to create employee engagement, compliance to HR Policies and local legislation
Listens to and actively seeks feedback from customers on service standards and uses the information to drive improvement
Oversee and support resolution of customer queries / complaints
Ensures customer complaints are dealt appropriately with in a timely manner and risks are identified.
Walks the customer journey ensuring a high execution of visual standards across the store.
Corporate and Brand
Ensure M&S Brand integrity at all markets, levels and touch points
Promote the M&S behaviours and brand values to ensure company policies and procedures are followed; including behaviour set out in the M&S code of ethics and ensures the business complies with all relevant legislation, regulation and good corporate governance practices
Develop and create a detailed customer profile of the M&S customer to gain a greater understanding of M&S customers and identify opportunities to improve the customer experience and build customer loyalty
Support with customer profiling action plan to guide in M&S MENA brand positioning in order to build clear targeting tools and enhance the customer experience .
Provide relevant customer data and help enrich our customer database by deriving data from social media, the customer digital footprint and their purchase history to align the customer profile
Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
Required Skills to be successful:-
Experience in a multi-channel and multi-geography retail environment
Understanding of customer research and the ability to recommend change/ implement new initiatives to improve the customer experience.
Deep expertise and passion of the retail industry
Ability to deal effectively with pressure and stress
Must have excellent interpersonal and communication skills both oral and written
Excellent organizational skills and ability to show initiative
Self-motivated, reliable and confident
Positive attitude and ability to work well with others
Good knowledge of MS Office products
What equips you for the role:
8+ years of experience in the retail industry of which a minimum of 5 years should be at managerial level.
A results-driven, energetic individual who values teamwork as an integral part of achieving great results
Positive attitude, determined, energetic and taking ownership
Ability to lead people in a multi-ethnic and multi-cultural environment
Excellent communication and customer service skills
Decision making and stake holder management skills
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