Associate Manager, Customer Service

Role Purpose:

The position is to own the leading of the quality function across the SMBU Team. This includes driving the establishment and maintenance of standards in the Customer service and non-customer service executions across our malls in all our markets.

Role Details – Key Responsibilities and Accountabilities:

1. Team management: Foster a positive and supportive work environment that encourages teamwork and individual growth through coaching, personal development, and feedback.
2. Team Enhancement: Recruit, train, and supervise a team of quality team, setting performance goals and adjusting and evaluating team structure, strategy, and approach within the Customer experience function.
3. Customer Experience Enhancement: Work closely with the operational team to closely monitor performance and feedback to implement improvements based on customer, team, and stakeholder feedback.
4. Lead overall Quality program and execution across the full Shopping Malls business unit
5. Drive the Training and development of the full Customer Service team across Shopping malls business unit
6. Leading the Call-centre Lead the Call centre team strategy, structure, and operational results with the Quality team.
7. Lead the comprehensive Customer Service Management Strategy / Program including guidelines, setting service level standards and detailed procedures manual for the SMBU.
8. Own the refinement and execution of SMBU Customer Service Manual which fully encompasses job requirements, detailed procedures, and mandatory control measures to be followed by the Customer Service team.
9. Ensure that the Customer Service Manual always supports equivalent to a 5-star customer ethos  is followed by all stakeholders.
10. Work closely with Customer Experience team and key stakeholders to co-design, structure and audit key services within the overall customer journey.
11. Act as the custodian of the Customer Service Protocols, Processes and Procedures and review/approve all changes and improvements.  
12. Responsible for identifying and implementing innovative ideas / measures to continuously improve and enhance the customers’ experience.
13. Identify and develop new service opportunities in all SMBU’s customer touchpoints.
14. Track customer experience improvement-seeking activities to evaluate success or failure on Net Promoter Score NPS (and the learning opportunities that come from either conclusion).
15. Participate in the Customer Experience organization, helping to gather cross-company feedback and initiatives, helping to craft project plans and ensure completion and data review.
16. Ensure that at anytime, anywhere, the processes behind customers’ “touch points” (NPS) are designed, managed, and monitored to deliver the ultimate Customer Experience.
17. Assist in mapping customer journeys and using route cause analysis to monitor, execute and develop continuous improvement plans.
18. Represent business unit and lead on the development of cross-functional strategies to improves the Customer Experience (MAFH Customer Experience initiatives/projects).
19. Lead in the Performance Analysis and Reporting by monitor key performance indicators (KPIs) related to customer service, Analyze data and generate reports to assess the effectiveness of customer service strategies and identify areas for improvement.
20. Present findings and recommendations to senior management, highlighting opportunities to enhance service performance.

Disclaimer: This role description reflects the general details considered necessary to describe the principal responsibilities of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent to success in the role.

Personal Characteristics and Required Background:

Minimum Qualifications/education

• Bachelor’s degree in Business Administration / Marketing / Communications / PR or equivalent.
• Mastery of Total Quality Management Systems (TQMS)
• ISO9001 and/or 6 Sigma (At least Green Belt) required
• Bilingual – Arabic included

Minimum experience

• Managing people in Customer Service and/or Quality for 8+ Years
• Experience in all aspects of Customer Experience/Service Operations and Projects Management in a highly dynamic driven industry, preferably Retail / Luxury Hospitality / PR firm in GCC or abroad