Customer Care Manager

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

Customer Care Manager | Retail | Jordan Head Office

ROLE SUMMARY
The Customer Care Manager is responsible for driving and implementing  all aspects of customer support and service across all channels within the Country. The role holder is also responsible for managing the end-to-end cycle of all customer experience touch points and implementing cross-functional initiatives to enhance the customer’s journey. 

ROLE PROFILE

• Analyse customer needs and provide recommendations that contribute To Customer Service Enhancements
• Develop Effective Processes To Monitor Customer Issues And Feedback To Better Understand Key Concerns
• Develop And Analyse Customer Satisfaction And Experience Surveys To Help Identify Specific Customer Satisfaction Drivers
• Understand All Aspects Of Operations As Well As Industry Trends And Opportunities In Order To Improve, Prioritize And Leverage Customer Experience Programs
• Build And Implement A Structured Customer Relationship Management (Crm) Process, Including Sales Analysis, After-Sales Follow Up, And Future Contact Cycles In Order To Enhance Customer Retention Strategies
• Assist With The Implementation Of The Performance Management Process By Setting Objectives, Monitoring Performance, And Provide Constructive Feedback And Provide Inputs To Senior Management
• Coordinate With Internal Stakeholders And Corp Ho To Identify And Develop Customer Service Management Best Practices
• Contribute To The Design And Implementation Of Customer Experience Improvement Programs In Collaboration With Corp Ho

REQUIREMENTS

•   8+ Years In A Similar Position
• 5+ Years Of Experience Working Within The Retail Industry
• Bachelor’S Degree In Marketing , Business Administration, Commerce Or Relevant
• Strong Communicator And Presentation Skills
• Very Good English Command
• Previous Experience In Community Management For A Customer Care Department

WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work from any country in the world for 30 days a year.
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 50,000 diverse and talented colleagues, all guided by our Leadership Model.