Senior Customer Support Manager

• Customer support strategy, SLAs, and service standards fit for a luxury brand
• Omnichannel experience across stores, WhatsApp, email, social, and e-commerce
• Escalation & complaint management, including VIP and high-value cases
• CRM adoption (Salesforce) and data-driven reporting on CSAT, resolution rates & retention
• After-sales journey — repairs, servicing, warranties, and long-term client relationships
• Training, coaching, and quality assurance for a client-facing team

Desired Candidate Profile

• 8+ years in customer service/CX, with 3+ in a senior leadership role
• Background in luxury, jewellery, fashion, hospitality, or premium retail
• Proven success building or scaling support functions and service standards
• Strong CRM fluency (Salesforce preferred) and a data-driven mindset
• Exceptional discretion, emotional intelligence, and stakeholder management
• Fluent English; Arabic is a plus