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Director of Customer Experience

Date: 07-May-2019

Location: 01-Dubai, AE

Company: Majid Al Futtaim

Reporting to: SVP Marketing & Communications

Department: Customer Experience - Marketing & Communications

OpCo: Majid Al Futtaim Retail, Carrefour

Location: Corporate H.O. Dubai UAE




Role Purpose:

  • Owns CX vision and oversees strategic roadmap for Majid Al Futtaim Retail.
  • Defines and prioritizes journeys.
  • Oversees continuous improvement CX initiatives across all journeys.
  • Oversees journey design teams and provides guidance on design methods (i.e., does not manage directly but monitors and intervenes where necessary).
  • Manages and overlooks the functions of Capability Building, Continous Improvement, CX Projects, CX designing.


Role Details – Key Responsibilities and Accountabilities:

  • Define the customer experience strategy and direction using comprehensive customer insight.
  • Lead and influence cross company collaboration to ensure a holistic experience across disciplines including marketing, operations, sales, development, asset management, digital and human capital.
  • Provide thought leadership and insight to drive improvement creating a truly differentiated experience.
  • Ensure alignment to Group Customer Experience principles across the end to end customer journey.
  • Represent the Customer Experience for Majid Al Futtaim Retail at various stakeholder forums and workshops, up to the Executive level and Majid Al Futtaim Holding.
  • Oversee the customer experience end-to-end across the customer journey.
  • Accountable for CX design, innovation and optimization of experiences with the aim to drive profitable customer behavior.
  • Increase customer loyalty and drive customer advocacy and satisfaction.
  • Manage the NPS program for Majid Al Futtaim Retail by owning the NPS score, setting goals, communication, continuous employee education, training, driving the action plan and reporting.
  • Close the inner and outer loop driving tactical and strategic decisions for Majid Al Futtaim Retail.
  • Owner of the customer experience roadmap to deliver the customer experience strategy via a pipeline of initiatives.


Qualification, Experience & Skills:


Minimum Qualifications/Education:

  • Bachelor’s Degree, MBA preferred


Minimum experience:

  • 12+ years of experience in customer experience and research with specific emphasis on experience management and improvement.



  • Expert in customer experience across all digital and physical touch points.
  • Has true intellectual capability- the ability to understand, discern and synthesize complex business, operational and financial issues into real world strategies.
  • Passionate about the messages they represent and strong storyteller.
  • Good leadership skills with the ability to guide others and make them flow.
  • Strong understanding of organizational strategy.
  • A creative thinker with an intellectual horsepower to lead even when the situation is not well defined.
  • Possesses very good interpersonal skills, is charismatic and has strong influencing skills, able to lead relationships with cross functional teams.
  • History of creating productive working relationships and trust with teams across multiple departments.
  • Experience of leading CX projects, defining the roadmap, and seeing it through to successful competition.
  • Change management ability (people, process and systems change).
  • Business improvement capability - analysis of root cause and ways to eradicate customer issues.
  • Adept at presenting to audiences at various levels in a business and influencing decision makers up to Executive level.
  • An influencer and promoter for change.
  • Strong analytical skills.