Senior Customer Care Manager

About the role

Lead and elevate the customer care strategy for an ultra‑luxury fragrance house, ensuring every interaction reflects the brand’s excellence, craftsmanship, and distinctive service.

Key responsibilities

• Define and lead the omnichannel customer experience strategy across boutiques, e‑commerce, community, and social media.
• Build, manage, and develop the customer service team, setting service standards, KPIs, and ways of working.
• Own customer service operations for e‑commerce orders, returns, complaints, and post‑purchase care.
• Partner with Retail, E‑commerce, Marketing, CRM, and Logistics to integrate touchpoints into a unified experience.
• Design and implement customer service processes, tools, and platforms (CRM, helpdesk, social listening, clienteling).
• Define and monitor customer experience KPIs and translate insights into continuous improvement actions.
• Manage escalations and VIP client cases personally, ensuring discretion and luxury‑level recovery.
• Develop training, scripts, and quality frameworks to maintain consistent tone of voice.
• Collaborate with Boutique Managers to align in‑store clienteling with online engagement.
• Report regularly to senior leadership on performance, trends, and strategic initiatives.

Required profile

• Bachelor's degree in Business, Marketing, Hospitality, Communications, or a related field.
• 6–8 years of experience in customer service or experience, with at least 2–3 years in a managerial role.
• Proven experience in luxury or premium brands such as fragrance, beauty, fashion, hospitality, or jewellery.
• Demonstrated ability to design and lead omnichannel customer experience strategies.
• Strong leadership and people‑management skills, with experience building and developing teams.
• Hands‑on knowledge of CRM, helpdesk, and clienteling tools.
• Excellent written and verbal communication in English; Arabic is a plus.
• Analytical mindset to translate customer data and KPIs into action.
• High emotional intelligence, discretion, and passion for delivering luxury‑level service.

Required skills

• Salesforce (CRM platform).
• Zendesk (helpdesk tool).
• Jira (project/issue tracking).
• Shopify (e‑commerce platform) or equivalent clienteling tools.