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Sales and Customer Experience Director

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Chalhoub Group Full time
Leadership Opportunities

We invite you to join our team of leaders who are shaping the future of luxury retail in the Middle East.

About the Role

This is a unique opportunity to lead a high-performing team, driving sales growth and achieving key performance indicators.

Key Responsibilities
  • Lead by example, embodying the brand's values and philosophy in all interactions with customers and colleagues.
  • Develop and implement a comprehensive store action plan to drive sales growth and achieve key performance indicators.
  • Build and maintain strong relationships with customers, leveraging customer data to identify potential sales opportunities.
  • Stay up-to-date on industry trends, products, and competitors, sharing insights with relevant stakeholders to inform business decisions.
  • Promote a hybrid approach to sales, leveraging both online and offline channels to maximize sales potential.
  • Lead and develop a high-performing team, fostering a culture of collaboration and open communication.
  • Provide coaching and guidance to team members, promoting a growth mindset and leveraging internal learning resources to enhance individual skills and knowledge.
  • Guarantee a positive work environment, founded on trust, respect, and fairness, and serve as a champion for employee voices and concerns.
  • Ensure performance improvement plans are discussed and documented in a transparent manner, driving growth and development throughout the team.
Customer Experience
  • Instill an omnichannel mindset among team members, emphasizing the importance of multiple customer touchpoints and clienteling techniques, particularly for VIPs.
  • Attract new clients and transform them into loyal VIPs by delivering exceptional experiences and fostering ongoing relationships.
Operational Excellence
  • Guarantee adherence to all sales and operational policies and procedures within the store.
  • Ensure timely and efficient processing of e-commerce orders, avoiding pending fulfillment actions.
  • Utilize available technology tools to support customer experience, both in-store and externally (Clienteling app, OMS, Business Whatsapp, etc.), and ensure team members are proficient in their use.
  • Maintain compliance with brand VM guidelines for display organization and stock replenishment.
  • Elevate process efficiency and accuracy by adhering to regulatory requirements, collaborating with relevant teams to improve processes, and promptly addressing any concerns or issues.
  • Optimize floor coverage by analyzing historical traffic patterns and anticipating peak hours.