Retail Services Manager

We are seeking an experienced and customer-focused Retail Services Manager to oversee service excellence, operations, and client satisfaction across our UAE retail locations. This role is pivotal in enhancing the in-store experience, optimizing service workflows, and supporting front-line staff to deliver premium customer engagement.

Key Responsibilities

• Lead and manage day-to-day retail service operations to ensure a consistent and high-quality customer experience

• Develop and implement service standards, SOPs, and KPIs across all retail touchpoints

• Monitor customer feedback, resolve escalations, and proactively improve service performance

• Collaborate with store managers, training teams, and marketing to align service delivery with brand goals

• Drive the implementation of omnichannel service solutions (e.g., click & collect, e-receipts, virtual consultations)

• Oversee staff grooming, etiquette, and service behavior through ongoing coaching and performance management

• Analyze service-related metrics and generate reports to guide strategy and improvements

• Ensure compliance with health, safety, and customer care regulations in line with UAE retail policies

• Coordinate loyalty programs, VIP client handling, and personalized services

• Support recruitment, onboarding, and training of front-of-house teams

  
  

Requirements

• Bachelor’s degree in Business, Retail Management, or a related field

• 5+ years of experience in retail operations or service management, preferably in the UAE or GCC

• Strong leadership skills with a passion for customer service and people development

• Excellent problem-solving, communication, and interpersonal skills

• Knowledge of UAE consumer rights and retail service regulations

• Experience with CRM, POS, and service performance tracking tools

• Ability to thrive in a fast-paced, customer-centric environment

• Fluency in English is required; Arabic or additional languages is an advantage

• Flexibility to work weekends, holidays, or extended hours based on retail demands