Service Category Manager

Position Overview

A leading home ware retail company located in Dammam, KSA seeks to hire a Service Category Manager reporting to the Head of Marketing. The role focuses on leading and coordinating on‑floor services to ensure maximum customer experience and drive footfall through customer‑driven events.

• Lead and coordinate all on‑floor services activities, while assuring the maximum customer experience
• Achieve, improve and benchmark footfall resulting from customer‑driven events
• Develop NICE on‑floor services standards, processes and KPIs
• Lead the planning and the execution of the first and subsequent stores’ on‑floor services, and manage day‑to‑day activities related to services such as wedding & gifting, live demos, café, and others
• Liaise and contract with third‑party providers as needed
• Conduct field visits to store(s) to oversee implementation of on‑floor services
• Capture insights continuously by performing regular and systematic customer research and activities (e.g., surveys, customer focus groups, electronic customer feedback, feedback from customer‑facing staff)
• Lead cross‑functional meetings presenting key findings of POS data analysis and customer research, highlighting future plans and their implementation
• Continuously monitor industry trends and competitors’ activities to initiate new on‑floor services and ensure better customer experience
• Develop and maintain customer initiatives such as loyalty programs, gift cards, etc.
• Generate additional income for stores through events and space rentals
• Consistently improve the level of provided services and innovate new value‑added service initiatives
• Collaborate with designers, buyers, visual merchandisers and other related parties for on‑floor services ongoing activities, development and improvement
• Create the on‑floor services calendar and work on its perfect execution in coordination with the Marketing Manager

• Own a car – any vehicle acceptable
• Have a valid driving license – any license acceptable
• Languages:
  
  Arabic (native/mother tongue) and English (native/mother tongue)
• Bachelor’s degree in business administration
• 5–7 years of experience in a related field; retail experience is a plus
• Exceptional oral and written communication skills in Arabic and English
• Proficient in Microsoft Office Suite
• Creative and innovative mindset
• High sensitivity to deadlines and ability to handle multiple responsibilities
• Excellent planning and organizing skills
• Exceptional analytical, critical thinking, and problem‑solving skills
• Ability to handle various responsibilities when needed