- Experience
- 5+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- In office
- Eligibility
- Experienced professionals with a background in luxury retail, hospitality, client relations, or premium after-sales operations who meet the language and management experience requirements.
- Resume
- Required to apply
Where you'll work
Job description
Role overview
This leadership position is focused on shaping a standout client journey throughout the store. Acting as the steward of the brand’s client relationship, the role oversees client experience, after-sales service, external relations, and in-store training, with the goal of ensuring every visitor feels individually welcomed and well cared for.
The position also helps embed a strong client-first mindset across the store by partnering closely with the Sales Universes and Operations teams.
Key responsibilities
Client experience: establish, roll out, and continuously improve service standards across the store; make sure all client-facing teams follow consistent rituals at every stage of the journey; maintain strong client data quality and work with Sales teams to activate and grow loyal clients; track satisfaction indicators and turn findings into practical action plans. Key measures include client satisfaction scores, mystery shopping outcomes, data capture rate, and client retention.
After-sales service: uphold a high level of post-purchase support that reflects the brand’s commitment to product longevity; supervise repairs and restoration cases as well as the workshop craftsmen; resolve sensitive client matters calmly and in line with the service philosophy. Key measures include repair turnaround time, satisfaction with after-sales interactions, and case resolution rate.
External relations and experience: extend the client experience beyond the store by managing food and beverage, event planning, and external client activations; oversee protocol guests, VIP visitors, and external partners to Maison standards; identify opportunities to strengthen the store’s connection with the Dubai community.
Team leadership and development: guide and motivate Team Managers across client experience, after-sales, and related areas; set goals, hold regular performance discussions, and support individual development; build a collaborative culture that puts the client first and reflects the brand’s values; work in close coordination with the Heads of Sales Universes and Operations to deliver a unified experience.
Measures of success
Success in this role is reflected in consistently excellent and personalised client experiences, strong satisfaction and mystery shopping results, efficient after-sales handling, strong team engagement and retention, and effective coordination of external relations and events.
Experience and language requirements
Applicants should have at least 5 years of experience in luxury retail, client relations, or hospitality, including a minimum of 2 years in a management position. A strong background leading client experience or after-sales teams in a premium environment is expected. Candidates should understand luxury client expectations deeply and demonstrate strong leadership, interpersonal skills, and the ability to handle demanding situations with composure. Experience in event coordination or external relations is a plus. English fluency is required, and Arabic or other languages are considered an advantage.
About the company
The company is a creator, artisan, and seller of high-quality objects since 1837. It is an independent, family-owned French house with nearly 25,185 employees worldwide. Known for its entrepreneurial spirit and high standards, it encourages individual freedom and autonomy through responsible management. The house continues to pass on exceptional know-how through strong local roots that respect people and resources. Its sixteen artisanal métiers contribute to collections presented in more than 300 stores globally.