Senior Consultant - Customer Care

Responsibilities

• Run the day-to-day Voice of Customer (VOC) programme
• Maintain the Qualtrics VOC programme including survey build, sampling, and distribution
• Monitor response rates and data quality
• Execute close-the-loop follow-ups on detractor and at-risk feedback
• Produce daily, weekly, and monthly VOC reporting on CSAT, NPS, and FCR trends
• Categorise and tag feedback to surface systemic themes
• Support quality audits across the brand portfolio
• Translate recurring VOC themes into continuous improvement recommendations
• Coordinate with Frontline, Backline, Digital Ops, and brand teams
• Handle customer data in line with data-privacy standards

Requirements

• 2–4 years in Voice of Customer, CX insight, CRM, or contact-centre operations
• Experience in retail, e-commerce, or luxury sectors preferred
• Hands-on experience with Qualtrics or equivalent survey platforms
• Proficiency with CSAT, NPS, and FCR methodologies
• Strong reporting and analytical skills with Excel (Power BI or Tableau is an advantage)
• Detail-oriented and process-disciplined
• Fluent Arabic and English
• Bachelor's degree in business, Marketing, Information Systems, or a related field

Benefits

• Health care
• Child education contribution
• Remote and flexible working policies
• Exclusive employee discounts