Senior Manager Customer Care

Join the House of AMOUAGE Are you ready to shape exceptional customer experiences and elevate the way we connect with our clients across the House of AMOUAGE? We are looking for a Senior Customer Care Manager to lead and elevate our customer care strategy, ensuring every interaction reflects the excellence, craftsmanship, and distinctive service of AMOUAGE. In this role, you will drive customer care excellence, oversee service standards and performance, and lead initiatives that strengthen client satisfaction, loyalty, and engagement across our global markets. Your Mission As Amouage's online business continues to grow and the brand strengthens its position in the ultra-luxury fragrance industry, the Senior Customer Care Manager will elevate the end-to-end customer experience to match the standard the brand represents. This role will build and lead a truly omnichannel customer experience vision, seamlessly integrating boutiques, community, social media, and e-commerce orders into one cohesive customer journey. The Senior Customer CareManager will own the strategy, team, processes, and tools that bring these touchpoints together and deliver service worthy of an ultra-luxury house. Your Impact • Define and lead the omnichannel customer experience strategy across boutiques, e-commerce, community, and social media, ensuring one cohesive luxury customer journey. • Build, manage, and develop the customer service team, setting service standards, KPIs, and ways of working aligned with Amouage's ultra-luxury positioning. • Own customer service operations across e-commerce orders, returns, complaints, and post-purchase care, ensuring fast, personalised, and brand-appropriate resolutions. • Partner closely with Retail, E-commerce, Marketing, CRM, and Logistics to integrate boutique, online, and social touchpoints into a unified customer experience. • Design and implement customer service processes, tools, and platforms (CRM, helpdesk, social listening, clienteling) to enable a seamless omnichannel model. • Define and monitor customer experience KPIs (response time, resolution, CSAT, NPS) and translate insights into continuous improvement actions. • Manage escalations and VIP client cases personally, ensuring discretion, empathy, and luxury-level service recovery. • Develop training, scripts, and quality frameworks to ensure consistent tone of voice and service standards across all customer-facing touchpoints. • Collaborate with Boutique Managers and Retail teams to align in-store clienteling with online customer engagement. • Report regularly to senior leadership on customer experience performance, trends, voice-of-customer insights, and strategic initiatives. Your Journey With Us The House of AMOUAGE has been on an aggressive growth trajectory within the fast-growing ultra luxury perfumes segment, unlocking tremendous personal and career development opportunities for our team members across multiple locations including Muscat, Dubai, New York, Seoul and Kuala Lumpur. We foresee the incumbent of this role to grow in this opportunity together with AMOUAGE. Your Expertise • Bachelor's degree in Business, Marketing, Hospitality, Communications, or a related field. • Minimum 6–8 years of experience in customer service, customer experience, or client relations, with at least 2–3 years in a managerial role. • Proven experience in luxury, ultra-luxury, or premium brands (fragrance, beauty, fashion, hospitality, or jewellery). • Demonstrated ability to design and lead omnichannel customer experience strategies across retail, e-commerce, and digital touchpoints. • Strong leadership and people-management skills, with experience building and developing customer service teams. • Hands-on knowledge of CRM, helpdesk, and clienteling tools (e.g. Salesforce, Zendesk, Jira, Shopify, or equivalent). • Excellent written and verbal communication skills in English; Arabic is a plus • Strong analytical mindset with the ability to translate customer data and KPIs into action. • High emotional intelligence, discretion, and a genuine passion for delivering luxury-level service. • Experience launching or scaling an omnichannel customer experience function in a luxury or DTC brand. • Familiarity with the fragrance, beauty, or lifestyle ultra-luxury landscape. • Experience working with international teams and managing customers across multiple regions. The AMOUAGE Advantage Join a House that has been creating luxury fragrance experiences since 1983. At AMOUAGE, you'll be part of a legacy that combines artisanal craftsmanship with modern innovation, bringing extraordinary olfactory experiences to clients worldwide. Show more Show less

Bachelor's degree in Business, Marketing, Hospitality, Communications, or a related field. Minimum 6–8 years of experience in customer service, customer experience, or client relations, with at least 2–3 years in a managerial role. Proven experience in luxury, ultra-luxury, or premium brands (fragrance, beauty, fashion, hospitality, or jewellery). Demonstrated ability to design and lead omnichannel customer experience strategies across retail, e-commerce, and digital touchpoints. Strong leadership and people-management skills, with experience building and developing customer service teams. Hands-on knowledge of CRM, helpdesk, and clienteling tools (e.g. Salesforce, Zendesk, Jira, Shopify, or equivalent). Excellent written and verbal communication skills in English; Arabic is a plus. Strong analytical mindset with the ability to translate customer data and KPIs into action. High emotional intelligence, discretion, and a genuine passion for delivering luxury-level service. Experience launching or scaling an omnichannel customer experience function in a luxury or DTC brand. Familiarity with the fragrance, beauty, or lifestyle ultra-luxury landscape. Experience working with international teams and managing customers across multiple regions.

Define and lead the omnichannel customer experience strategy across boutiques, e-commerce, community, and social media, ensuring one cohesive luxury customer journey. Build, manage, and develop the customer service team, setting service standards, KPIs, and ways of working aligned with Amouage's ultra-luxury positioning. Own customer service operations across e-commerce orders, returns, complaints, and post-purchase care, ensuring fast, personalised, and brand-appropriate resolutions. Partner closely with Retail, E-commerce, Marketing, CRM, and Logistics to integrate boutique, online, and social touchpoints into a unified customer experience. Design and implement customer service processes, tools, and platforms (CRM, helpdesk, social listening, clienteling) to enable a seamless omnichannel model. Define and monitor customer experience KPIs (response time, resolution, CSAT, NPS) and translate insights into continuous improvement actions. Manage escalations and VIP client cases personally, ensuring discretion, empathy, and luxury-level service recovery. Develop training, scripts, and quality frameworks to ensure consistent tone of voice and service standards across all customer-facing touchpoints. Collaborate with Boutique Managers and Retail teams to align in-store clienteling with online customer engagement. Report regularly to senior leadership on customer experience performance, trends, voice-of-customer insights, and strategic initiatives.