Senior Consultant – Customer Care – Chalhoub Group

Chalhoub Group’s luxury brand portfolio depends on a customer experience that matches the premium positioning of the brands it represents, and this Senior Consultant role sits within its Customer Care function, handling customer enquiries, issues and feedback across the group’s luxury retail business at a senior, more experienced level than a standard customer service role.

Day to day, the work involves managing more complex or escalated customer enquiries and complaints, working cross-functionally with retail, brand and operations teams to resolve customer issues, contributing to customer care process and service standard improvements, and potentially supporting or mentoring more junior customer care staff. Luxury customer care carries a particular expectation of polish and discretion, since customers of these brands often expect a higher, more personalised standard of service than mass retail.

It suits someone with meaningful customer service or customer care experience, ideally within luxury, premium retail, or hospitality, who’s comfortable handling escalated or sensitive customer situations with genuine composure and professionalism. The “Senior” designation suggests this role carries more complex casework and potentially some process-improvement or mentoring responsibility beyond handling individual enquiries.

The appeal is customer-facing work within a genuinely prestigious luxury brand portfolio, where the standard of service expected and delivered is part of what makes the work meaningfully different from customer care in mass retail.

Customer care quality is part of what customers of luxury brands are actually paying for, alongside the product itself, which means this Senior Consultant role's work directly protects the premium brand experience that Chalhoub's portfolio depends on to justify its positioning in the market. A customer who has a complex issue handled well, with genuine polish, discretion and resolution, is far more likely to remain loyal to a luxury brand than one whose issue is handled poorly, and in luxury retail specifically, word of mouth and reputation among a relatively close-knit customer base carry outsized weight compared to mass retail. Because this role handles more complex or escalated cases, it's effectively the last line of defence for situations that could otherwise damage a brand relationship if mishandled, which makes the judgement and composure this role brings genuinely consequential. Contributing to broader customer care process improvement also means this role's impact compounds beyond individual cases, helping raise the standard of service delivered across the wider customer care function over time.

Senior customer care experience within a luxury retail context builds a genuinely differentiated and valuable skill set, since handling complex, sensitive customer situations with the discretion and polish luxury brands expect is a more demanding and more specialised capability than standard customer service, and it's well regarded specifically by other luxury, premium retail and high-end hospitality employers. The cross-functional element of the role, working with retail, brand and operations teams to actually resolve issues, also builds organisational navigation and stakeholder management skills that are valuable well beyond customer care specifically. Any mentoring or process-improvement responsibility that comes with the 'Senior' designation also builds early leadership and continuous improvement experience, which matters for progressing toward customer care management or broader customer experience leadership roles. Working within Chalhoub Group's well-known, multi-brand luxury portfolio also carries genuine credibility within the regional luxury retail sector specifically. For someone building toward Customer Care Manager, Head of Customer Experience, or broader luxury retail operations roles, this Senior Consultant position offers a strong, differentiated foundation. It's also work that builds real resilience and emotional composure, qualities that are increasingly valued across customer-facing leadership roles well beyond luxury retail specifically. It's also a role that builds a genuinely transferable skill most customer-facing careers eventually need: staying calm, clear and solution-focused with a frustrated customer, which is as valuable in luxury retail as it is anywhere else.

• Meaningful experience in customer service or customer care, ideally within luxury, premium retail, or hospitality
• Strong composure and professionalism handling escalated or sensitive customer situations
• Excellent written and verbal communication skills
• Experience working cross-functionally with retail, brand, or operations teams to resolve issues
• Ability to contribute to customer care process and service standard improvements
• Comfort potentially supporting or mentoring more junior customer care staff
• Bachelor’s degree in business, communications, or a related field
• Discretion and judgement appropriate to a luxury brand customer base