Customer Relationship Specialist – Landmark Group

Across Landmark Group’s retail brands — including electronics retailer Emax and others in its portfolio — keeping customers satisfied after the sale is as important as making the sale itself, and a Customer Relationship Specialist is focused on exactly that ongoing relationship. This role handles customer queries, feedback, and issue resolution across the brand’s customer touchpoints, aiming to build loyalty rather than just close individual tickets.

Expect daily work responding to customer enquiries across channels (phone, email, in-store, or digital, depending on the brand), resolving complaints and service issues fairly and promptly, and gathering customer feedback that can inform improvements elsewhere in the business. Because this is a relationship-focused role rather than a pure transactional support function, there’s also an element of proactively checking in on important customers or following up after a service interaction to make sure the issue actually stayed resolved.

This suits someone with genuine customer service experience who’s naturally warm and patient, comfortable handling frustrated customers without becoming defensive, and motivated by building long-term customer loyalty rather than just processing volume.

Customer loyalty in retail is built cumulatively, through many small interactions, and a Customer Relationship Specialist is often the person responsible for the interactions that matter most — the moments when something's gone wrong and the customer is deciding whether this brand deserves a second chance. A specialist who resolves issues fairly and follows up properly turns a potentially damaging experience into a reason for continued loyalty, while a poorly handled complaint reliably pushes customers toward competitors and generates negative word of mouth that's expensive to counteract. The feedback this role gathers from customers also has value well beyond the individual interaction — patterns in customer complaints often point to real operational or product issues that, once flagged, help the wider business improve. Across a retail group with multiple brands, consistent, high-quality customer relationship management protects overall brand reputation in a market where customers increasingly share their experiences publicly, making this role's quiet, day-to-day work a meaningful contributor to how the brand is perceived at scale.

This role builds strong, durable customer service and relationship management skills — handling complaints fairly, communicating clearly under pressure, and using CRM systems to manage ongoing relationships — that transfer directly into almost any customer-facing career, from account management to hospitality to broader customer experience roles. The pattern-recognition skill of connecting individual complaints to bigger operational issues is also genuinely useful preparation for future roles in customer experience strategy or quality assurance. Within a large retail group like Landmark, strong performers in customer relationship roles often have paths into senior customer experience, quality, or retail operations positions, since this kind of front-line experience gives an unusually honest view of where a business's processes are and aren't working for customers. For anyone building a long-term career in customer experience management, few roles offer this much direct, daily insight into what actually drives or destroys customer loyalty. It's also worth noting that the pattern-recognition instinct built in this kind of role — spotting what individual complaints reveal about bigger issues — is a genuinely underrated skill that quietly sets stronger customer experience professionals apart from the rest. That instinct, once developed, tends to stay with a person for the rest of their career, regardless of which industry or company they end up in next.

• At least 1–2 years of customer service or customer relationship experience
• Excellent communication skills, both written and verbal
• Genuine patience and problem-solving mindset when handling complaints
• Comfort using CRM systems to track customer interactions and follow-ups
• Strong organizational skills to manage multiple customer cases at once
• Multilingual ability (English plus Arabic or another regionally relevant language) is an advantage
• Retail or electronics industry experience is a plus depending on the specific brand