Customer Experience Operations Senior Manager

Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 48,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.

JOB TITLE
Customer Experience Operations Senior Manager | MAF Retail | Corporate Head Office

ROLE SUMMARY

The CX operations senior manager is responsible for leading the continuous improvement function ensuring a customer centric focus is well maintained across countries and functions within the organization, will also ensure exceptional service standards are achieved and well maintained, develop, and implement cross functional policies for the resolution of customer inquiries. Lead and control the continues improvement unit to maximize opportunities and drive profitable growth of various customer segments. Influence the design of new products, procedures, solutions, and systems through working closely with the various functions.

ROLE PROFILE

• Develops sustainable strategies that support investment, provider and employer of choice. 
• Ensure high level of technical expertise and services in the fields of Customer Care and continuous improvement
• Ensure that the department is strictly following the Continuous Improvement methodology ( GEMBA, PDCA, LEAN ,ETC…)
• Formulate and communicate Customer Care policies, performance measures and voice of the customer to the Country Manager
• Support the development of the Customer Experience Strategy of the Carrefour by primary market research, internal consulting, business analysis, and projects in all Customer Care functions.
• Create flow mapping for the existing customer journeys and support in the future one.
• Prioritize enhancements following the 80/20 rules.
• Ensure all strategies are aligned with the four pillars (motivate people, customer at heart, loyal customers and cost-efficient department).
• Develop, install and embed the continuous improvement culture within the department. Train and mentor the team members on contributing towards this vision.

REQUIREMENTS

• Bachelor in business management.
• 7-10 years in managing Customer Care, VOC.
• Certified six sigma & Project Management
• English & Arabic Languages (Full professional proficiency - Required)
• Deep knowledge and understanding of Customer experience tools ( NPS, VOC, CSAT, CES, etc…)
• Expert in Customer data analysis and insights

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.