Senior Consultant - Customer Care

Run the day-to-day Voice of Customer (VOC) programme — capturing customer feedback across the brand portfolio, closing the loop with detractors, and turning the signal into clear, actionable insight. The Specialist keeps the listening engine healthy and makes sure feedback leads to follow-up and improvement, not just a dashboard. Reporting to the Senior Supervisor – Customer Insight, this is the hands-on owner of survey operations, close-the-loop execution and VOC reporting — the engine room of the insight function. Survey governance. Maintain the Qualtrics VOC programme — survey build, sampling, distribution and scheduling across CSAT, NPS and FCR touchpoints. Response health. Monitor response rates and data quality, troubleshooting drops and keeping surveys live and accurate across brands and markets. Close-the-loop. Run day-to-day follow-up on detractor and at-risk feedback, recontacting customers and logging resolution within SLA. Insight & reporting. Produce daily, weekly and monthly VOC reporting — CSAT/NPS/FCR trends, contact-driver analysis and recommended actions for leadership and brand stakeholders. Root-cause tagging. Categorise and tag feedback to surface systemic themes, separating one-off issues from recurring pain points. Quality audits. Support quality audits across the brand portfolio, feeding findings into resolution standards. Continuous improvement. Translate recurring VOC themes into concrete CI recommendations and track them to closure with the relevant owners. Cross-functional coordination. Work with Frontline, Backline, Digital Ops and brand teams so feedback leads to action, not just measurement. Governance & privacy. Handle all customer data in line with data-privacy standards and Group policy. Desired Candidate Profile 2–4 years in Voice of Customer, CX insight, CRM or contact-centre operations — ideally retail, e-commerce or luxury. Hands-on with Qualtrics (or an equivalent VOC / survey platform) and comfortable with CSAT / NPS / FCR methodology. Strong reporting and analytical skills — Excel essential; Power BI or Tableau an advantage. Detail-oriented and process-disciplined, especially around data accuracy and follow-up SLAs. Clear written and verbal communication for reporting and customer follow-up. Fluent Arabic and English, given GCC coverage and member-facing communication. Self-managing in a remote / nearshore structure. Bachelor's degree in business, Marketing, Information Systems or a related field, or equivalent experience.