Continuous Improvement Manager (Arabic Speaker)

Job Description

Chalhoub is the leading luxury retailer in the Middle East. With more than 700 stores, 300 brands, and 60 years of experience in the region, we are the premiere destination for luxury goods. To fuel the next stage of the organisation's growth, we are looking to develop a world class digital and e-commerce capability. Building on our strong data foundations, we are looking to create an agile and truly customer-centric organisation to deliver significant growth. We are looking for top talent to join us on this journey.What You Will be DoingThe Continuous Improvement Manager (Arabic Speaker) is responsible to Drive and facilitate the achievement of service excellence via the adoption of best demonstrated practices through improvement programmes (such as CSAT, NPS, CES, ICCC and MSP) and identify process gaps to create a more seamless experience whilst managing counselling and coaching activities aimed at reinforcing strengths and bridging weaknesses in the different sections of the Customer Care department.The role is primary customer experience oriented and will involve creating and building relationships with all internal /External stakeholders to enhance and improve the service we offer to our customersWhat You'll Need to Succeed- Work closely with the Customer Experience teams of the brand to support the strategy to implement the Group driven projects and initiatives and identify areas or processes for service improvement and recommend specific process related improvement actions.- Collaborate with brand/ops/tech team to enhance existing processes and deploy NPS, CSAT, Mystery Shopper program to drive Service Excellence based on independent assessments of service quality and benchmark against competitor.- Ensure the analysis of service failures and complaints are carried out to surface trends in service gaps and process weaknesses in the operations, logistics or other interfacing functional departments (e.g. IT, Marketing, CRM, Loyalty, technology, etc.) that may impact service excellence.- Determine department-specific Continuous Improvement objectives and drive process improvements utilizing lean methodologies- Support brands CX lead, trade manager to implement Improvement initiatives and set up , facilitate process improvement workshops.Customer Care third party relationship- Ensure a good relationship with our third party outsourced.- Responsible of calibrating the service between external and internal stakeholdersData Analysis and RCA- Deep dive in analyzing and consolidating voice of the customer and voice of the employee- Ability to weigh all the consolidated feedback and weight it against what is critical to customer and business- Expert in root cause analysisRequirementsSystems & Procedures- Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts.- Ensure to keep client confidentiality and company policies for data protection and security at all times.- Ensure that the in-house processes and procedures are adhered to at all times- Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience.- Stakeholder management and ability to support and influence senior management- Great communication skills- Experienced in applying design thinking, 6 sigmas.- Track record of successful delivery of process improvement projects.What We Can Offer YouWith us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.We Invite All Applicants to ApplyIt Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.

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