Head of Retail & Customer Experience Career in UAE

Are you an experienced retail leader with a passion for elevating the customer journey? We are hiring a Head of Retail & Customer Experience in the UAE to shape how customers interact with our brand, ensure retail excellence, and build loyalty through exceptional service and experience across all touchpoints.

About the Company

Chalhoub Group is a respected name in the [retail / luxury / fashion / consumer goods] sector in the UAE. We deliver high-quality products and service, both online and in stores. We believe in creating memorable customer experiences, and investing in people, process, and technology to keep us ahead.

Job Overview

Location: UAE  Abu Dhabi

Job Type: Full-Time, Permanent

Department: Retail / Customer Experience / Operations

Reports To: Senior Leadership (e.g. CEO / COO / Regional Director)

Education: Bachelor’s degree in Business, Retail Management, Marketing, or related field; MBA or further education preferred

Experience: 8-12+ years in retail operations, customer experience, or related leadership roles; experience managing large teams and delivering on CX strategy

Gender: Open to all

Role – Head of Retail & Customer Experience

You will lead retail operations and set the strategy for customer experience across all channels (stores, online, customer service). Your role is to ensure every customer interaction reflects the brand’s values, meet operational KPIs, optimize in-store experience, drive loyalty, and ensure teams deliver excellent standards of service.

Key Responsibilities

• Define and execute a retail & CX strategy aligned with brand goals and market trends.

• Oversee store operations to ensure delivery of excellent service, visual standards, merchandising, and sales performance.

• Design and improve customer experience journeys: onboarding, in-store experience, after-sales service, returns & complaints.

• Lead and mentor the retail & CX teams: store managers, customer service, in-store associates.

• Use customer feedback, metrics like CSAT, NPS, sales data to identify improvement areas and drive initiatives.

• Collaborate with merchandising, marketing, e-commerce, and operations teams to ensure consistency across customer touchpoints.

• Implement training programs to ensure staff are aligned with CX standards and brand values.

• Manage budgets, set KPIs, monitor performance and ensure targets are met.

Required Qualifications & Skills

• Proven track record (8-12+ years) in retail leadership, operations and customer experience roles.

• Excellent understanding of retail metrics: sales, footfall, conversion, retention, customer satisfaction.

• Strong leadership, communication, and stakeholder management skills.

• Experience in both in-store and digital/omnichannel retail environments.

• Ability to use data and insights to drive operational & experiential improvements.

• Customer-centred mindset, with focus on building loyalty and exceeding expectations.

What We Offer

• A senior leadership role with high visibility and impact.

• Opportunity to transform customer experience and retail operations.

• Competitive salary & benefits (to be aligned to experience and company scale).

• A talented team and a role where you can shape strategy, influence multiple touchpoints, and deliver meaningful outcomes.

Location & Work Conditions

• Based in UAE, primarily working from head office / regional retail HQ, with frequent store visits.

• Full-time with flexibility needed for travel, store audits, and weekend or retail hours as required.

Growth & Career Path

• Potential to grow into Regional Head of Retail / Global Head of CX roles.

• Opportunity to influence both retail design, digital experience, and cross-channel customer journeys.

How to Apply

Submit your CV via the job listing Head of Retail & Customer Experience (Ref: #499649). Include:

• Examples of retail operations leadership & CX-transformation work you’ve done

• Metrics or success stories around improving customer satisfaction, loyalty, or retail performance

• Your experience managing teams, budgets, and cross-functional alignment

         Apply Here  —  Head Of Retail & Customer Experience   | Abu Dhabi