CX & Marketing Executive

Job description / Role

Who we are

We are a leading luxury retailer in the Middle East, with more than 600 stores, 300 brands, and over 65 years of experience in the region, we are the premiere destination for luxury goods. To fuel the next stage of our organisation’s growth we are looking to build a world class team. From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations. We are looking for top talent to join us on this journey.

Ready to join our exciting transformation to become a hybrid retailer, bringing luxury experiences to the fingertips of our customers everywhere? Now’s your chance. By being part of our journey here at Chalhoub Group, you can make a real impact on customers and some of the finest brands in the world. In return, you’ll have everything you need to innovate your career.

What you’ll be doing

Our CX & Marketing Executive is responsible for providing professional support in a wide range of customer experience & strategic marketing activities. They would provide support at group level to the CX and marketing community to enable customer-centric revolution across the group.

– Co-design customer journeys and customer archetypes with local teams and customers (surveys, focus groups, 1:1 customer interview, workshops with the local teams).
– Assist in building communication plan / content calendar for the different marketing and CX initiatives.
– Manage and coordinate with external agencies (research and marketing – if any).
– Carry out research on trends, market, report & insight.
– Create, edit and published content on our web platform.
– Community animation – events, workshops, partnerships with local agencies, and most importantly run customer beta platform in KSA to test and validate ideas with real customers.
– Create and manage monthly performance dashboard to cascade insights to the local teams.
– Leverage customer data (CRM, GA, Mystery Shopping, VoC Surveys etc.) to generate insights for the business in terms of strategic and operational improvements.
– Regular market visits to get frontliners and customers’ feedback.