Job Description

INSPIRE | EXHILARATE | DELIGHT

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.



Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.



Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work.



To keep the innovation journey going, the Group has set up "The Greenhouse", which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future-proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Women's Empowerment Principles.

What you'll be doing

As a Luxury

Customer Experience Manager

, you will be responsible for curating and elevating the customer journey within our luxury fashion environment. This role focuses on ensuring an exceptional, personalised, and emotionally engaging experience for clients--rooted in deep brand knowledge, luxury service etiquette, and advanced selling techniques. You will spearhead training initiatives, refine the art of conversation, and shape a customer-centric culture that fosters confidence and excellence in service.


This role is designed for someone who

lives and breathes luxury fashion

, has a deep understanding of the expectations and preferences of high-net-worth clientele, and has the ability to

inspire, educate, and transform retail teams

into true brand ambassadors.


#####

Key Responsibilities

Customer Journey & Luxury Service

Develop and implement strategies to enhance the luxury customer experience, ensuring a seamless and emotionally connected journey. Instil a pure luxury mindset across all touchpoints--presentation, personal styling, body language, and communication. Guide teams on handling objections with finesse, ensuring aftercare sales are proactive and solution driven. Encourage cross-brand collaboration, ensuring fluid transitions between brands with shared luxury principles.

Training & Development

Oversee external luxury training programs, focusing on emotional selling, personalized communication, and the psychology of luxury consumers. Conduct workshops on client profiling--teaching teams how to analyse shopping behaviours, colour profile customers, and tailor messaging for a genuine connection. Elevate styling expertise by ensuring teams are well-versed in key creative directors, iconic pieces, and trend insights across all brands. Implement confidence-building programs to empower teams to engage with high-net-worth clients with ease and sophistication. Collaborate with brand ambassadors and external experts to provide quarterly inspiration sessions on evolving fashion landscapes.

Fashion Industry & Cultural Awareness

Keep the team informed about global fashion moments, from the Met Gala to Fashion Weeks and regional industry events. Educate on luxury fashion history, the significance of brand storytelling, and key industry figures like Anna Wintour. Inspire a mindset of continuous learning, encouraging self-education and awareness of evolving trends and cultural influences.

Luxury Retail Etiquette & Communication

Train teams on the art of conversation--beyond products, engaging in meaningful dialogue about fashion, culture, and personal experiences. Ensure excellence in presentation standards, from the way a product is handled to the elegance of packaging and unboxing. Teach adaptive selling techniques, empowering teams to read and respond to client personalities with agility and authenticity. Work closely with Store Managers to cultivate a service-driven, fashion-savvy culture within the teams.

What you'll need to succeed

Experience in a leadership role within a Luxury Fashion or Accessories brand

Proven experience in luxury fashion retail

with a deep understanding of customer engagement in a high-end setting. Strong knowledge of

fashion history, brand DNA, and industry trends

. Expertise in

client psychology, emotional selling, and relationship-building techniques

. Exceptional communication skills with a natural ability to

elevate customer conversations

beyond transactions. Experience in

team training, coaching, and mentoring

, fostering a mindset of confidence and continuous learning. Passionate about

luxury service etiquette, personal grooming, and high-touch customer interactions.

Flexibility to travel across the GCC countries

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.


We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.


We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.