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Job Description
- Customer Experience Strategy: Develop and implement a customer experience strategy
aligned with the overall goals of Hamza Group in the Water Capital as well as the other
showrooms. - Showroom Layout and Design: Collaborate with cross-functional teams to create an inviting
and functional in-store environment that enhances the customer experience. - Vendor and Contractor Management: Coordinate with external vendors and contractors for
facility-related services, including interior design, maintenance, repairs, and renovations. - Product Display and Visual Merchandising: Oversee the design and implementation of
product displays and visual merchandising strategies to engage and inspire customers, in
collaboration with the Marketing Department. - Facility Management: Oversee and manage all aspects of Hamza Group stores,
showrooms, and offices, ensuring optimal functionality and appearance. - Maintenance Planning: Develop and implement maintenance plans for facilities, including
preventive and corrective measures to address issues promptly. - Budget Management: Prepare and manage the facilities budget, ensuring effective
allocation of resources and cost control measures. - Space Planning and Utilization: Optimize the utilization of available space in stores,
showrooms, and offices, ensuring efficient layouts and effective use of resources. - Sustainability Initiatives: Promote and implement sustainable practices within the facilities,
such as energy efficiency, waste management, and water conservation; with Hamza Group
partners such as Aquatherm, BWT, Vaillant and Wavin. - Performance Monitoring and Reporting: Establish key performance indicators (KPIs) to
measure the success of customer experience initiatives and provide regular reports to
senior management on the effectiveness of implemented strategies.
Job Requirements
- Education: A bachelor's degree in engineering, design, retail management, or a related field is
typically required. - Experience: More than 6 years of experience in customer experience management, retail
operations, or related roles is essential. Experience in a leadership or managerial capacity is
highly desirable, preferably within the retail or consumer goods industry. - Customer Focus: A deep understanding of customer behavior, preferences, and expectations
is crucial. The candidate should have a proven track record of implementing customer-centric
strategies and initiatives. - Strategic Thinking: The ability to think strategically and develop a customer experience vision
aligned with the company's objectives is vital. - Leadership Skills: Strong leadership and people management skills are necessary for
effectively leading cross-functional teams and driving change. The candidate should have the
ability to inspire and motivate others towards a shared customer experience vision. - Communication and Collaboration: Excellent communication and interpersonal skills are
essential for collaborating with internal stakeholders, including senior management, supply
chain, marketing, and operations as well as external stakeholders. - Innovative Mindset: A creative and innovative approach to facility management, with a
willingness to explore new ideas, technologies, and trends to enhance the customer journey. - Results Orientation: A strong focus on achieving measurable results and KPIs related to
customer satisfaction, loyalty, and advocacy.
