Senior Consultant – Customer Care

About the role

The Senior Consultant – Customer Care will own the Voice of Customer (VOC) programme across Chalhoub Group’s luxury portfolio, turning customer feedback into actionable insight and driving continuous improvement.

Key responsibilities

• Run day‑to‑day VOC operations: survey design, distribution, response monitoring and close‑the‑loop follow‑up.
• Produce regular CSAT, NPS and FCR reports, analyse trends and present recommendations to leadership.
• Tag and categorise feedback to surface systemic issues and support quality audits.
• Collaborate with Frontline, Backline, Digital Ops and brand teams to ensure feedback leads to concrete actions.

Required profile

• 2–4 years experience in VOC, CX insight, CRM or contact‑centre operations, preferably in retail, e‑commerce or luxury.
• Fluent in Arabic and English with strong written and verbal communication.
• Self‑managed in a remote or near‑shore environment.
• Bachelor’s degree in Business, Marketing, Information Systems or equivalent.

Required skills

• Hands‑on experience with Qualtrics or a similar survey platform.
• Proficiency in Excel; Power BI or Tableau is a plus.

What we offer

• Competitive benefits package including health care, child‑education contribution and flexible working policies.
• Opportunities for learning, development and internal mobility within a diverse, inclusive luxury retailer.