Posted Jun 19, 2015 3 views
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.
The Role:The Senior Customer Service Manager will be responsible for managing a service team of Measurement Centre Officers and Field Support Managers to implement department goals and ensure that effective and consistent practices are being followed within KSA Western region. You will collect, maintain and report information about competitors, the marketplace and other topics useful to current and future business planning.
Specifically you will:* Adopt best practices from high-performing brands and set Group Customer Service Standards for continuous improvement* Develop fiscal expense budgets and ensure effective management within budget parameters* Report on the progress of work within concerned region to Regional Manager* Effectively manage the team by bridging communication between the brand and support teams* Measure customer service in stores based on Alshaya service standards (SHOPPIE programme)* Analyse statistics and other data to determine the level of customer service.
Qualifications & Requirements:
You will have:* A Bachelor's degree in Marketing, Customer Behaviour or any other related field* Minimum 8 - 10 years of related work experience* Strong leadership and motivational skills.
Alshaya International Trading Co., one of the world's leading retail franchise companies, operates over 40 of the world's most recognised retail brands in KSA including Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, Victoria's Secret, The Cheesecake Factory, Boots, M.A.C and Pottery Barn. With over 600 stores, we are growing fast and looking for talented individuals to join our team.
How To apply: please follow this link http:********************************************
Job Details
M.H. Alshaya Co. is a leading international franchise operator for over 75 of the world’s most recognised retail brands including Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, Victoria’s Secret, Boots, Pottery Barn and KidZania. The company operates over 3,400 stores across diverse customer sectors: Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings and Leisure & Entertainment. Alshaya’s stores can be found in markets across the Middle East and North Africa, Russia, Turkey and Europe and the company employs more than 47,000 people from over 120 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. Learn more about the company at www.alshaya.com or on Facebook.
