Job Purpose

Oversee all customer interaction channels, touchpoints, and customer journeys across the business. The role contributes to the customer happiness agenda (both colleague and customer experience) and leads the implementation of digital transformation strategies within Interaction Centers to support overall business success.

Key Responsibilities

Core Responsibilities (with effort weighting)

• Build and maintain strong relationships with key stakeholders (Logistics, E‑commerce Operations, IT, Finance) to prioritize customer needs and implement proactive measures that enhance customer satisfaction (20%).
• Collect, analyze, and report data from all Interaction Center channels, providing senior management and brand teams with regular insights on customer feedback, trends, and needs (20%).
• Design and oversee interaction service standards and benchmarks, including Loyalty programs (10%).
• Ensure Interaction Centers remain up to date by understanding, implementing, and recommending technology enhancements that simplify experiences for both colleagues and customers (10%).
• Empower Interaction Center teams by reviewing Levels of Authority (LOAs) to enable quick service recovery standards (10%).
• Partner closely with Interaction Center senior managers to define, monitor, and achieve customer happiness action plans (10%).
• Benchmark Alshaya best practices against host brands, competitors, and market trends, particularly in Interaction Center technologies and automation (5%).
• Act as Business Process Owner (BPO) for customer engagement platforms, owning the backlog of business requirements and ensuring delivered solutions meet customer and colleague expectations (10%).
• Drive internal engagement initiatives to support employee morale and motivation in a high‑pressure environment (5%).
• Engage regularly with brand, logistics, and e‑commerce senior leadership to review customer feedback and agree on cross‑functional action plans.

Critical Success Factor

Driving a best‑in‑class Customer Interaction Center that enables high‑quality customer conversations through empowered colleagues and leading‑edge technology.

Education & Certifications

Minimum Education

Post‑secondary education is required. Relevant fields include Business Administration, Management, Customer Experience, or related disciplines.

Mandatory Certifications

• Certification in Contact Center or Help Desk Management
• Contact Center Performance Measurement certifications
• Completion of Alshaya Leadership Program (ALP) for internal candidates

Desirable Certifications

• Project Management Professional (PMP)

Experience Requirements

Required Experience

• Minimum of 10 years of relevant experience

Preferred Background

• Customer care and service management
• Establishing and scaling mid‑ to large‑size contact centers
• Experience in Loyalty programs, CRM, and Digital transformation initiatives

Knowledge Requirements

• Service quality management
• Project management methodologies
• Data analysis, reporting, and workflow applications

Skills & Competencies

• Communication Skills: Excellent written and verbal communication with all levels of internal and external stakeholders
• Analytical Skills: Ability to interpret and derive insights from large datasets
• Stakeholder Management: Ability to manage diverse stakeholders with varying priorities
• Resilience & Delivery Under Pressure: Ability to perform consistently in a high‑demand environment
• People Leadership: Proven capability to lead, motivate, and develop large, cross‑border teams

Working Conditions

• Standard 5‑day work week; availability required for emergency customer incidents and urgent reporting due to operational nature of Interaction Centers
• Travel requirement: Approximately 20%

Decision‑Making Authority

The role is accountable for decisions and recommendations related to:

• Customer journey design and touchpoints
• Headcount planning and budget management
• Hiring decisions and employee development planning
• Vendor selection and service delivery models

People Management & Supervision

Direct / Indirect Reports

• Senior Service Recovery Manager
• Senior Digital Channels Manager
• Senior Inbound Manager
• Customer Service Managers (Indirect)

Supervisory Responsibilities

• Hiring, promoting, training, and developing employees
• Performance management and discipline
• Compensation input and termination decisions
• Workforce planning, scheduling, and budgeting

Internal & External Stakeholder Engagement

Internal Contacts

• Immediate peers and managers
• Cross‑functional leaders and executives
• Teams across Logistics, IT, Finance, E‑commerce, and Brands

External Contacts

• System and technology vendors