Group Head of CX Jobs in Dubai – UAE at Chalhoub Group
Title: Group Head of CX
Company: Chalhoub Group
Location: Dubai – UAE
Type: Full Time
Chalhoub is the leading luxury retailer in the Middle East. With more than 700 stores, 300 brands, and 60 years of experience in the region, we are the premiere destination for luxury goods. To fuel the next stage of the organisation’s growth, we are looking to develop a world class CX capability. Building on our strong data foundations, we are looking to create an agile and truly customer-centric organisation to deliver significant growth.
We are looking for top talent to join us on this journey. The RoleThe role of Group Head of CX is to define, design, develop and measure the CX strategy and function for existing, and future brands while acting as the governing body to ensure full compliance to the guidelines set.
Our Group Head of CX will be responsible for ensuring our brands have the right CX foundations to grow in the global retail scene ensuring operational excellence and a stellar customer experience.
We require an exceptional leader who is passionate about Customer Experience to support our vision to inspire, exhilarate and delight our customers with human and memorable experiences through culture, design thinking and innovation.
What you’ll be doing:
Strategy & Leadership Defines and designs fit-for-future CX strategies for our existing brands and new ones Adopt design thinking and lead a culture change Instill a discipline of continuous improvement, testing, learning, and iterating Responsible for creating the vision and driving the CX transformation Encourage a culture change where everyone puts the customer at the heart of everything we do Responsible for creating the CX operating model, group wide CX team competencies framework, governance model, process flows, KPIs and measures of success Responsible for defining and delivering the Group CX mission and vision as well as the brand experience models, CX principles, journey maps and atlas, toolkits etc… Support the brands’ and business expansion efficiently through the highest standards of customer experience, stakeholder management and cost-effective management of resources, maximizing value, equity, profitability, and growth of the brands Direct the development and oversees the implementation of policies, guidelines, and standards so that all requirements are fulfilled while delivering quality and cost-effective experiences to our customers Partner with stakeholders to help translate CX challenges to opportunities, advising on way forward providing a structured plan with key KPIs Ensure insights inform planning that therefore impact Customer Performance Indicators Manage our Voice of the Customer programme Manage experience designers, service designers, CX product managers, CX projects managers, CX operations managers, continuous improvement managers, and a regional team to support global operations Drive organisational CX capability through a programme of training and development to enable the whole marketing organisation to be upskilled Promote a culture of high performance and continuous improvement that values learning and a commitment to quality ensuring the vision and strategic roadmap are on track Empower customer facing teams to make decisions that benefits the customer and always create exhilarating experiences Insights and reporting Deliver key insights and recommendations to the brands, stakeholders, and partners Monitor, measure, and analyse the effectiveness of strategies Manage and maintain programs including NP…