Head of Customer Service – Premium Watch Brand
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Key skills for this role
About the Role
A renowned luxury watch retailer in the GCC seeks an experienced Head of Customer Service to lead customer experience and after-sales service operations in Dubai.
Key Skills for This Role
Responsibilities
- Develop and execute the customer service and after sales strategy across the retail network.
- Lead and manage customer service, client relations, and after sales teams.
- Ensure world class customer experience and service excellence standards.
- Oversee watch servicing, repairs, warranty claims, and customer complaint resolution.
- Monitor customer satisfaction, service KPIs, and operational performance.
- Drive continuous improvement initiatives to enhance customer loyalty and retention.
- Collaborate closely with retail operations, sales, marketing, and brand partners.
- Manage relationships with luxury watch brands, service centers, and key stakeholders.
- Implement best practices, systems, and processes to optimize customer journey.
Requirements
- Bachelor's degree in Business Administration, Customer Experience, Retail Management, or a related field
- 8–10+ years of experience in customer service and after sales operations, including senior leadership experience
- Proven background within the luxury watch, jewelry, luxury retail, or premium consumer goods sector
- Strong understanding of luxury clientele expectations and after sales service operations
- Excellent leadership, communication, and stakeholder management skills
- Experience managing service centers and customer experience programs is highly desirable
Full Job Posting
Job Overview
- One of the renowned luxury watch retailers in the GCC is seeking an experienced Head of Customer Service to lead its customer experience and after sales service operations.
- This leadership role is responsible for delivering exceptional service standards across all customer touchpoints, overseeing after sales support, service centers, warranty management, repairs, and customer relationship management while ensuring an outstanding ownership experience that reflects the p
Key Responsibilities
- Develop and execute the customer service and after sales strategy across the retail network.
- Lead and manage customer service, client relations, and after sales teams.
- Ensure world class customer experience and service excellence standards.
- Oversee watch servicing, repairs, warranty claims, and customer complaint resolution.
- Monitor customer satisfaction, service KPIs, and operational performance.
- Drive continuous improvement initiatives to enhance customer loyalty and retention.
- Collaborate closely with retail operations, sales, marketing, and brand partners.
- Manage relationships with luxury watch brands, service centers, and key stakeholders.
- Implement best practices, systems, and processes to optimize customer journey.
Requirements
- Bachelor's degree in Business Administration, Customer Experience, Retail Management, or a related field.
- 8–10+ years of experience in customer service and after sales operations, including senior leadership experience.
- Proven background within the luxury watch, jewelry, luxury retail, or premium consumer goods sector.
- Strong understanding of luxury clientele expectations and after sales service operations.
- Excellent leadership, communication, and stakeholder management skills.
- Experience managing service centers and customer experience programs is highly desirable.
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