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Head of Customer Loyalty

International Fashion Group

Dubai

Permanent

Updated March 10, 2012

Operational Tasks:
- Manages and optimizes the commercial treatment of after-sales customers' claims
- Supervises boutique staff dedicated to after-sales
- Optimizes customer treatment outside the boutiques: call centre, emails, letters

Performance Follow-up:
- Follows up and reports on the main customer service indicators:
-Customer satisfaction
-After-sales service quality
-Commercial gratuities
-After-sales top line and margin
- Manages P&L for Customer Service under Management supervision
-Proposes and applies necessary action plans to reach targeted indicators

Marketing Services:
- Sets up the elements of the service strategies and policies
- Is responsible for the commercial rules of the after-sales service in the Middle East
- Implements the service price policy
- Sets up marketing tools connected to the after-sales: price books, leaflets, etc...
- Proposes and takes part in the setting up of the training processes regarding service
- Runs the training sessions
- Proposes and takes part in all project development regarding service

Who we're looking for
-5 years experience in Customer Service managing a team within the luxury or international fashion group
- Experience in Retail would be advantageous
- Experience in handling complaints and implementing business processes
- Excellent command of English (French & Arabic would be preferable)
- French would be advantageous
- Excellent Communication and analytical skills
- Good sense of initiative
- Attention to details
- Flexible working hours

About our client
Our client is an International Fashion Group based in Dubai

What's on offer
Competitive Package

Michael Page Contact
For further info, apply or phone on +971 4709 0300. Job Ref: 9444
Your application will be sent to Leith Ramsay.

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