Senior Consultant - Customer Care

About the role

The Senior Consultant will own the Voice of Customer (VOC) programme across Chalhoub Group’s luxury brands, turning customer feedback into actionable insights and ensuring continuous improvement.

Key responsibilities

• Run day‑to‑day VOC operations: survey build, sampling, distribution and scheduling using Qualtrics.
• Monitor response health, troubleshoot drops and maintain data quality.
• Close the loop with detractors, re‑contact customers and log resolutions within SLA.
• Produce daily, weekly and monthly VOC reports (CSAT, NPS, FCR) with trend analysis and recommendations.
• Tag feedback to surface systemic themes and support quality audits.
• Translate recurring themes into continuous‑improvement actions and track closure.
• Coordinate cross‑functionally with Frontline, Backline, Digital Ops and brand teams.
• Handle customer data in line with privacy standards and group policy.

Required profile

• 2–4 years experience in Voice of Customer, CX insight, CRM or contact‑centre operations, preferably in retail, e‑commerce or luxury.
• Hands‑on experience with Qualtrics or equivalent survey platform.
• Strong analytical and reporting skills; Excel essential, Power BI or Tableau a plus.
• Detail‑oriented with a focus on data accuracy and SLA compliance.
• Fluent in Arabic and English.
• Self‑managing in a remote/near‑shore structure.
• Bachelor’s degree in Business, Marketing, Information Systems or related field, or equivalent experience.

Required skills

• Qualtrics (or equivalent VOC platform)
• Microsoft Excel
• Power BI or Tableau

What we offer

• Competitive benefits package including health care and child‑education contribution.
• Remote and flexible working policies.
• Exclusive employee discounts and opportunities for internal mobility.