Senior Consultant – Customer Care – Chalhoub Group

Chalhoub Group is hiring a Senior Consultant for Customer Care in Dubai, a senior front-line role responsible for delivering the kind of exceptional, personalized service that luxury clients expect across Chalhoub’s portfolio of fashion, beauty, jewellery, and art de vivre brands. This is a customer care specialist role rather than a general retail sales position – focused specifically on resolving client queries, concerns, and ensuring a consistently excellent client experience.

The work involves handling client enquiries and concerns across whatever channels Chalhoub’s customer care function operates, resolving issues with the polish and discretion luxury clients expect, and likely mentoring or setting an example for more junior customer care team members given the Senior designation. Luxury customer care is a different discipline from standard retail service: it demands discretion, genuine problem-solving, and an ability to make a client feel valued even when something has gone wrong.

It suits someone with solid customer service experience, ideally within luxury retail, hospitality, or a premium service environment, who combines strong problem-solving skills with the composure and polish needed to represent a portfolio of prestigious luxury brands.

For a luxury retail and distribution group like Chalhoub, how well a customer complaint or concern gets resolved often matters more to brand reputation than the original issue itself - luxury clients expect not just a fix, but a fix delivered with discretion, warmth, and genuine care, and a Senior Consultant in Customer Care is directly responsible for whether that standard is met. Getting this wrong risks real reputational damage with clients who have significant spending power and strong brand loyalty expectations; getting it right turns a potential negative experience into a moment that actually strengthens client loyalty to the brands Chalhoub represents. Given the breadth of prestigious brands across Chalhoub's portfolio, consistent excellence in customer care is part of what protects the trust those brand partners place in Chalhoub as their regional distribution and retail partner. It also protects Chalhoub's standing with the luxury brands it distributes, since those brand partners are watching closely how their name is represented at every client touchpoint, including when something has gone wrong.

Senior customer care roles within a luxury retail group like Chalhoub build a genuinely advanced service skill set - discretion, composure, and sophisticated problem-solving under the specific pressure of serving high-value, high-expectation clients - that's harder to develop in standard retail customer service environments. The mentoring component of a senior role also starts building people-leadership experience, which is a natural stepping stone toward Customer Care Manager or broader client experience leadership roles within Chalhoub's large luxury retail portfolio. Chalhoub Group's seven-decades-long reputation as the Middle East's leading luxury retail and distribution partner makes this kind of senior customer care experience a strong, recognized credential across the broader luxury retail and hospitality sector in the UAE and internationally, where sophisticated, discreet client care is increasingly recognized as its own valuable specialization. It also builds a genuinely rare combination of emotional intelligence and process discipline, since resolving luxury client concerns well requires both real empathy and careful adherence to brand and service protocols, a combination senior client experience leaders are specifically selected for. That blend of skills is exactly what senior client experience leaders are specifically selected for. It's a strong platform for anyone aiming at senior client experience leadership down the line.

• Proven customer service experience, ideally within luxury retail, hospitality, or a premium service environment
• Strong problem-solving and conflict-resolution skills, handled with discretion and professionalism
• Excellent communication skills across in-person, phone, and/or digital customer care channels
• Comfortable mentoring or guiding more junior customer care team members
• Genuine composure under pressure, particularly when resolving a dissatisfied client’s concern
• Strong understanding of luxury brand standards and client expectations
• Multilingual ability is an advantage given Chalhoub’s diverse, international clientele