Senior Associate

INSPIRE | EXHILARATE | DELIGHT
For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group's innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.

Sustainability is at the core of the Group's strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women's Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What You'll Be Doing
We are seeking a Senior Workplace Associate to deliver high-quality technical support and oversee service management across Chalhoub's warehouse technology systems. This position is key to providing reliable, secure, and efficient technology services throughout our warehouse operations.

The Senior Workplace Associate will manage the resolution of incidents and requests within the End User Computing (EUC) and Workplace Technology team, provide escalation support, and oversee vendor performance for IT infrastructure. This role requires a proactive problem-solver who can balance hands-on technical expertise with vendor and stakeholder management, driving continuous improvement and ensuring compliance with SLAs, KPIs, and Chalhoub's service standards.

• Provide white-glove, end-to-end IT support for all logistics users, ensuring seamless technology experiences and rapid issue resolution with exceptional customer service.
• Act as the single point of contact and escalation for incidents and service requests, resolving issues quickly and discreetly.
• Participate in a 24x7 on-call rotation, providing immediate response and resolution for critical issues impacting logistics operations.
• Managing all the assets of the warehouses and updating their details in OneReach.
• Build strong relationships with logistics users to develop trust, anticipate needs, and proactively enhance the support experience.
• Troubleshoot complex issues across enterprise tools including Windows/macOS/IOS/ Andriod devices, MDM (Intune, SotiMobile), collaboration platforms (Zoom, MS Teams, Google Meet), productivity suites (Microsoft 365, Google Workspace) and Diligent.
• Maintain and support secure access across devices using SSO, MFA, VPNs, and enterprise mobility platforms.
• Collaborate with the ITSM team to define and uphold ITIL-aligned processes, SLAs, and XLAs (Experience Level Agreements) for executive support.
• Maintain service performance dashboards, incident logs, and problem records using tools such as Freshservice and Asana.
• Take full ownership of end-to-end issue resolution, proactively escalating recurring or high-impact problems to the appropriate ITSD, Systems, Networking, or Security teams, while providing clear impact assessments and actionable recommendations.
• Handle sensitive data and communications with absolute confidentiality and professionalism.
• Contribute to continuous improvement, ensuring the latest technologies and best practices are adopted to enhance the end user experience.

What You'll Need To Succeed

• 3-4 years of experience in IT support roles, with at least 3 years providing hands-on, high-quality support services to end users
• Proven experience supporting end users and senior stakeholders with discretion and professionalism.
• Deep hands-on experience across enterprise technologies

We Invite All Applicants to Apply
It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.