Senior Consultant - Customer Care

INSPIRE | EXHILARATE | DELIGHT For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally. Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040. What you'll be doing Run the day-to-day Voice of Customer (VOC) programme — capturing customer feedback across the brand portfolio, closing the loop with detractors, and turning the signal into clear, actionable insight. The Specialist keeps the listening engine healthy and makes sure feedback leads to follow-up and improvement, not just a dashboard. Reporting to the Senior Supervisor – Customer Insight, this is the hands-on owner of survey operations, close-the-loop execution and VOC reporting — the engine room of the insight function. - Survey governance. Maintain the Qualtrics VOC programme — survey build, sampling, distribution and scheduling across CSAT, NPS and FCR touchpoints. - Response health. Monitor response rates and data quality, troubleshooting drops and keeping surveys live and accurate across brands and markets. - Close-the-loop. Run day-to-day follow-up on detractor and at-risk feedback, recontacting customers and logging resolution within SLA. - Insight & reporting. Produce daily, weekly and monthly VOC reporting — CSAT/NPS/FCR trends, contact-driver analysis and recommended actions for leadership and brand stakeholders. - Root-cause tagging. Categorise and tag feedback to surface systemic themes, separating one-off issues from recurring pain points. - Quality audits. Support quality audits across the brand portfolio, feeding findings into resolution standards. - Continuous improvement. Translate recurring VOC themes into concrete CI recommendations and track them to closure with the relevant owners. - Cross-functional coordination. Work with Frontline, Backline, Digital Ops and brand teams so feedback leads to action, not just measurement. - Governance & privacy. Handle all customer data in line with data-privacy standards and Group policy. What you’ll need to succeed - 2–4 years in Voice of Customer, CX insight, CRM or contact-centre operations — ideally retail, e-commerce or luxury. - Hands-on with Qualtrics (or an equivalent VOC / survey platform) and comfortable with CSAT / NPS / FCR methodology. - Strong reporting and analytical skills — Excel essential; Power BI or Tableau an advantage. - Detail-oriented and process-disciplined, especially around data accuracy and follow-up SLAs. - Clear written and verbal communication for reporting and customer follow-up. - Fluent Arabic and English, given GCC coverage and member-facing communication. - Self-managing in a remote / nearshore structure. - Bachelor's degree in business, Marketing, Information Systems or a related field, or equivalent experience. What we can offer you With 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. Using GenAI in Your Application Process To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools.