Customer Service Manager

Role overview

Alshaya Group is hiring a Customer Service Manager for the ULTA Beauty launch in Qatar. This position will shape the end-to-end customer journey and help turn the brand promise into a consistently high-quality experience across all customer touchpoints.

The role focuses on driving customer satisfaction, strengthening loyalty, and maintaining a premium service standard in both physical stores and online interactions. You will work closely with store teams and business leaders to build a customer-first culture as ULTA Beauty establishes its presence in Qatar.

Key responsibilities

• Create and roll out customer experience plans for retail locations.
• Guide, mentor, and motivate teams so they consistently deliver excellent service.
• Track feedback, reviews, and satisfaction data to spot improvement areas.
• Coordinate with marketing on campaigns, loyalty programmes, and in-store activations.
• Use customer insights and behaviour trends to improve the shopping experience.
• Handle escalated customer issues with calm, empathy, and professionalism.
• Ensure the store atmosphere stays refined, welcoming, and aligned with a premium beauty brand.

Candidate profile

Applicants should bring at least 7 years of experience in customer experience, retail operations, or store management. The right person will have strong leadership and team-building ability, along with hands-on experience using CRM systems and customer feedback tools. Experience in beauty, cosmetics, luxury, or retail settings is important, and a genuine interest in beauty and skincare is highly valued.

Opportunity

This is a chance to be part of a major brand launch in Qatar and help define the customer experience from the beginning, while growing within one of the region’s leading retail groups.