You will be responsibility for the delivery of world class customer service at Qatar Duty Free, oversee and manage the day to day service delivery across a multitude of high profile brands and core business to increase customer satisfaction, loyalty and retention and to meet their expectations, setting a clear mission and deploying strategies focused towards that mission. You will be accountable for improving customer service experience, create engaged customers and facilitate organic growth, taking ownership of customer’s issues and following problems through to resolution.
Key accountabilities include:-
Plan, organize, direct, manage, and evaluate the customer service activities for QDFC, Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities, ensure all customer service activities support and strengthen the strategic objectives of the overall organization.
Develop a CRM system using a computerized database to track information about a customer, such as purchases history, preferences and contact details to maintaining and strengthening client relationships for long term loyalty.
Design and initiate personal shopping business by creating and training a personal shopper team to ensure VIP customers get the service level they expect to drive high value sales
Lead the customer service team to manage customer complains to ensure quick turnaround times in service recovery, identify root cause of repeat customer service issues and implement relevant checks to ensure repeat occurrence of these issues can be ceased.
Monitor day to day customer interactions in retail, analyse customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service.
Coordinate with brands on brands specific service requirements if there is any, ensure each brands service strategy is implemented accordingly in the relevant locations to best project the brand image.
Develop concierge service in line with 5 star service delivery to project QDFC as a top airport shopping destination.
Organise, plan and conduct Mystery Shops internally within QDFC and by the respective brands to check service delivery from time to time to have excellent mystery shop scores.
You will have a bachelor’s degree or equivalent with minimum of 8 years’ experience in retail developing, managing and influencing people and the bottom line results.
We are looking for a customer focused individual with ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.