- Employment
- Full-Time
- Seniority
- Senior
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Nov 9, 2026
About Chalhoub Group
Founded in 1955 by Michel and Widad Chalhoub, Chalhoub Group has grown into a leading partner for luxury across the Middle East. Headquartered in Dubai, the family-owned group brings together international maisons and homegrown concepts across fashion, beauty and lifestyle, combining regional expertise with retail and distribution capabilities. As an employer, it offers career opportunities spanning client experience, brand management, merchandising, logistics and digital innovation. Its multicultural environment connects employees with the evolving expectations of luxury consumers, while its emphasis on learning, entrepreneurship and sustainability provides a distinctive setting for professionals seeking to shape the region’s luxury landscape.
The Customer Care Senior Consultant runs Chalhoub Group’s day-to-day Voice of Customer programme, managing survey operations, customer follow-up, reporting and continuous-improvement actions across its brand portfolio. The role requires 2–4 years of relevant experience, fluency in Arabic and English, and hands-on Qualtrics experience or an equivalent survey platform.
Role & Responsibilities
- Run the day-to-day Voice of Customer (VOC) programme, capturing feedback across the brand portfolio, following up with detractors and turning feedback into actionable insight.
- Maintain the Qualtrics VOC programme, including survey build, sampling, distribution and scheduling across CSAT, NPS and FCR touchpoints.
- Monitor response rates and data quality, troubleshoot drops, and keep surveys live and accurate across brands and markets.
- Follow up on detractor and at-risk feedback, recontact customers and log resolutions within SLA.
- Produce daily, weekly and monthly VOC reports covering CSAT, NPS and FCR trends, contact-driver analysis and recommended actions for leadership and brand stakeholders.
- Categorise and tag feedback to identify systemic themes and distinguish one-off issues from recurring pain points.
- Support quality audits across the brand portfolio and feed findings into resolution standards.
- Translate recurring VOC themes into concrete continuous-improvement recommendations and track them to closure with the relevant owners.
- Coordinate with Frontline, Backline, Digital Ops and brand teams to ensure feedback leads to action.
- Handle customer data in line with data-privacy standards and Group policy.
Qualifications
- Hands-on experience with Qualtrics or an equivalent VOC or survey platform, with familiarity with CSAT, NPS and FCR methodology.
- Strong reporting and analytical skills; Excel is essential, while Power BI or Tableau is an advantage.
- Detail-oriented and process-disciplined, particularly regarding data accuracy and follow-up SLAs.
- Clear written and verbal communication skills for reporting and customer follow-up.
- Fluent Arabic and English for GCC coverage and member-facing communication.
- Able to self-manage in a remote or nearshore structure.
- Bachelor’s degree in business, Marketing, Information Systems or a related field, or equivalent experience.
Skills
Experience
2–4 years in Voice of Customer, CX insight, CRM or contact-centre operations, ideally in retail, e-commerce or luxury.
Education
Bachelor’s degree in business, Marketing, Information Systems or a related field, or equivalent experience.
Benefits
Health care, child education contribution, remote and flexible working policies, employee discounts, learning and development opportunities, exposure to different assignments, and internal mobility.
Culture
Chalhoub Group combines its heritage as a family-owned business with the dynamism of the Middle East’s luxury sector, fostering a multicultural workplace rooted in collaboration and long-term relationships. Its culture emphasizes continuous learning, entrepreneurial initiative and excellence in customer experience, encouraging employees to develop their expertise while contributing to the evolution of luxury retail.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.