Alshaya Group
Customer Experience Manager – Store-Based
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 06/03/2026
Job overview
Date posted
21/01/2026
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
06/03/2026
Job description
As the In-Store Customer Experience Manager (CEM) reporting to the Store Manager, you will lead the store team to deliver exceptional customer service, drive loyalty, and ensure compliance with legal requirements and Alshaya H&M standards. You will be responsible for motivating and developing a high-performing team, addressing complex customer concerns, enhancing customer experience through loyalty programs, and collaborating on sales and service KPIs. You will also stay current with fashion trends to maximize engagement and store performance.
Required skills
Team Leadership & Development
Customer Service Management
Conflict Resolution
Training & Mentorship
Performance Management
Sales & Profit Goal Achievement
Customer Engagement
Loyalty Program Promotion
Quantitative and Qualitative Analysis
Fashion Industry Awareness
Process Execution & Organization
Communication (Arabic & English)
Key responsibilities
- Lead and develop a high-performing store team through talent development, succession planning, and structured performance management
- Ensure exceptional customer service in line with Alshaya H&M standards and legal requirements
- Collaborate with Store Manager to set and achieve sales and profit goals, monitoring service KPIs
- Investigate and resolve complex customer concerns promptly, fostering loyalty and satisfaction
- Promote loyalty programs, enroll new members, and drive loyalty transaction linkage and rewards redemptions
- Stay updated on fashion trends and ensure proper customer engagement
- Update online platforms such as Google Business profiles to showcase trends and campaigns, driving store traffic
Experience & skills
- Minimum 5 years of experience in customer service, including at least 2 years in a managerial role
- Proven experience in managing and supervising teams in a fast-paced retail environment
- Strong customer-facing and communication skills in both Arabic and English
- Independent, proactive, and detail-oriented with strong organizational skills
- Ability to handle rapid changes, novel issue resolution, and ambiguity
- Passion for fashion retail and awareness of current industry trends
- Competence in conflict management, team training, and developing a customer-first mindset