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Customer Experience Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates Richemont Full time
Job Description

You have extensive experience in client services with a proactive approach to improving processes, enhancing accuracy, and optimizing client satisfaction. You identify opportunities to refine service operations, escalate improvements, and propose solutions with a clear business impact. Highly organized and collaborative, you work effectively with teams to streamline workflows, ensuring quality execution while keeping customer needs at the forefront.

Key Responsibilities

  • Support boutiques in managing complex client service cases, including client communications, stock repairs, and service quality.
  • Monitor boutique performance through client service dashboards, KPIs, and the Client Satisfaction Barometer.
  • Oversee in-boutique client services such as jewelry cleaning, strap exchanges, and relevant tools availability.
  • Support projects that enhance the client experience, help develop new service capabilities, and assist in boutique workshop openings.