Head of Customer Service – Premium Watch Brand
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Key skills for this role
About the Role
Genius HRTech Dubai seeks a Head of Customer Service for a premium watch brand to lead customer experience, after-sales support, and team management. The role requires 8+ years of customer service experience with 3-5 years in senior leadership, preferably in luxury retail.
Key Skills for This Role
Responsibilities
- Develop and implement the customer service strategy aligned with the brand's vision and growth objectives
- Create and maintain a premium customer experience across all communication channels
- Establish service standards, policies, and procedures that reflect luxury brand expectations
- Lead, mentor, and develop the customer service and after sales support teams
- Set performance goals, KPIs, and service level standards
- Oversee warranty claims, watch servicing, repairs, and maintenance processes
- Ensure timely resolution of customer inquiries and escalated cases
- Analyze customer feedback, service metrics, and complaint trends
- Implement CRM and customer service technologies to improve service delivery
Requirements
- Bachelor's degree in Business Administration, Customer Experience, Hospitality, or related field
- Minimum 8 years of customer service experience, including 3–5 years in a senior leadership role
- Experience in luxury watches, jewelry, luxury retail, fashion, or premium consumer goods is highly preferred
- Strong understanding of after sales service operations and customer journey management
- Proven experience managing customer service teams and service performance metrics
- Proficiency with CRM systems and customer support platforms
- Excellent communication, leadership, and problem solving skills
- Fluency in English; Arabic is a strong advantage
Full Job Posting
About the Role
- We are seeking an experienced and customer focused Head of Customer Service to lead the customer experience function for our premium watch brand. This role is responsible for delivering exceptional customer service across all touchpoints, overseeing after sales support, warranty and repair services,
Customer Experience Leadership
- Develop and implement the customer service strategy aligned with the brand's vision and growth objectives.
- Create and maintain a premium customer experience across all communication channels.
- Establish service standards, policies, and procedures that reflect luxury brand expectations.
- Drive customer satisfaction, loyalty, and retention initiatives.
Team Management
- Lead, mentor, and develop the customer service and after sales support teams.
- Set performance goals, KPIs, and service level standards.
- Foster a customer centric culture focused on excellence and continuous improvement.
After Sales Service & Operations
- Oversee warranty claims, watch servicing, repairs, and maintenance processes.
- Ensure timely resolution of customer inquiries and escalated cases.
- Coordinate with service centers, suppliers, and logistics partners to optimize after sales operations.
- Monitor turnaround times and service quality standards.
Customer Insights & Process Improvement
- Analyze customer feedback, service metrics, and complaint trends.
- Identify opportunities to enhance customer journeys and operational efficiency.
- Implement CRM and customer service technologies to improve service delivery.
- Produce regular reports and recommendations for senior management.
Stakeholder Collaboration
- Work closely with Sales, Retail, Marketing, Operations, and Product teams to ensure a consistent customer experience.
- Support new product launches and customer engagement initiatives.
- Act as the voice of the customer within the organization.
Requirements
- Bachelor's degree in Business Administration, Customer Experience, Hospitality, or a related field.
- Minimum 8 years of customer service experience, including 3–5 years in a senior leadership role.
- Experience in luxury watches, jewelry, luxury retail, fashion, or premium consumer goods is highly preferred.
- Strong understanding of after sales service operations and customer journey management.
- Proven experience managing customer service teams and service performance metrics.
- Proficiency with CRM systems and customer support platforms.
- Excellent communication, leadership, and problem solving skills.
- Fluency in English; Arabic is a strong advantage.
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