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CRM Analyst

Date: 10-Jan-2022

Location: Dubai, AE

Company: Majid Al Futtaim


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


Job Category:

CRM & Continuous Improvement Analyst


Seniority Level:

Role Archetype:


Individual Contributor


Career Level:

Shopping Malls – Marketing – Customer Experience

(To be confirmed post role assessment)

Reporting to:

Supervising (if applicable):

Director – Customer Experience



Date of last revision:




Role Purpose:

Generates CX insights (e.g., customer research) for the Shopping Malls Business Unit (SMBU) cross functional team through ownership of CRM, CX KPI tracking and ROI calculation & tracking. Works closely with the design/project team of CX to drive business cases and data ignited continuous improvement.


Role Details – Key Responsibilities and Accountabilities:

  • Fully own the tracking, adoption and the input enhancement of the CRM system in SMBU
  • Drives internal SMBU education and use case creation of the CRM platform and its integration into projects and day-to-day operations
  • Works closely with CRM product manager to driver user and customer insights and feature gaps to improve CRM product.
  • Participate in CX redesign journey redesign projects
  • Collect, compile customer experience and quality metrics from multiple channels and analyse customer behaviour and feedback
  • Conduct root cause analysis of customer complaints, queries, service failures and customer data to enable greater understanding of customer “moments of truth” that will enable improvement opportunities to be identified and prioritized
  • Coordinate customer survey activities and develop insights from obtained data – especially with the Core CS team
  • Present and defend recommendations to senior executives/Sr. manager, CX design & improvement
  • Responsible for quality assurance of project deliverables

Job Dimension – (E.g. Revenue & Budget size, Sales Volume etc.)


Other Context (if applicable):


Functional/Technical Competencies:

  • An expert problem solver who knows not only how to answer a question, but identify whether the right question is being asked
  • Comfortable with quantitative tools, and capable of independently building models and assessing scenarios
  • Capable of working with data visualization software (i.e. PowerBi, Google Studio, Tableau)
  • Comfort working with SQL and other languages to create data queries for dashboard creation
  • Optimistic and positive; able to energize business owners to tackle tough problems
  • Excellent written and verbal communication skills
  • Must be proficient in the Microsoft Office products (Excel, Word, Access, Outlook, Visio and PowerPoint)
  • Ability to work with different teams across the organization
  • Great cultural fit to the SMBU CX organization and has similar values


Personal Characteristics and Required Background:


  • Bachelor's Degree in Business, Economics or Computer Science or equivalent Business Analysis certification
  • Minimum 4 years’ experience