Customer Experience Manager

Customer Experience Manager

Industry:

Retail Supermarket / Hypermarket

Location:

UAE

Job Summary:

We are looking for a dynamic and customer-focused professional to lead customer relations and front-end store operations across our supermarket network. The ideal candidate should be passionate about customer satisfaction, operational excellence, loyalty programs, and team management.

Key Responsibilities:

* Drive customer service excellence across stores

* Manage front-end operations including cashiers and customer service desks

* Handle customer complaints and service recovery initiatives

* Lead loyalty program growth and customer retention campaigns

* Improve customer engagement and overall shopping experience

* Monitor service KPIs, queue management, and cashier performance

* Coordinate promotional campaigns and in-store customer activities

* Train and mentor customer-facing teams

Requirements:

* Bachelor’s Degree in Business, Marketing, Retail Management, or related field

* 5–8 years of experience in retail customer service or customer management

* Prior experience in supermarket, hypermarket, or FMCG retail is mandatory

* Strong understanding of retail operations and customer behavior

* Experience in loyalty programs and customer retention initiatives

* Excellent analytical, reporting, and problem-solving skills

* Proficiency in Excel, CRM systems, Power BI, or retail reporting tools preferred

Skills Required:

* Customer-centric mindset

* Leadership and team management

* Operational excellence

* Strong communication skills

* Data-driven decision making

Work Location: In person