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Senior Manager, Customer Relations Management

Date: 17-Mar-2023

Location: Dubai, AE

Company: Majid Al Futtaim


Role Purpose:


Set and lead the strategy and direction for the front-line Customer Relations Management team, including the customer happiness centers, customer hub (call center), lead management and digital CRM in all functions at every customer touchpoint from signing of Sales and Purchase Agreement, during the property handover, transition and post-handover operations including managing the customer interface for the defects liability period and post-handover call center enquiries. Manage the front-line customer care teams on behalf of Community Management, ensuring that SLAs are met or exceeded. Take a leading role in the development and execution of the VIP engagement programme, ensuring that a differentiated experience is created and delivered.


Role Details – Key Responsibilities and Accountabilities:


  • Set and lead the strategy, manage the continuous improvement of customer service experience, increasing customer engagement, facilitating organic increases in customer satisfaction, loyalty, retention and build MAF Development as the premier development organization in the Middle East and globally.
  • Lead the development and implementation of all procedures and policies governing customer correspondence and the handling of customer complaints, (including during the Defect Liability Period (DLP) phase) through every customer channel.
  • Support the customers and internal teams managing Property Handover and DLP strategies, policies and procedures.
  • Plan and lead customer relationship status calls, including scheduling, planning, communications, and post-meeting review notes and dissemination of notes internally and to customers and provides follow-up on open issues.
  • Ensure customer complaints and issues are tracked and followed up to ensure prompt resolution.
  • Manage the Digital CRM execution across the supported channels.
  • Lead the implementation and execution of the VIP programme, ensuring that VIP customers are quickly identified, nurtured and made to feel recognized in the community, as well as coordinate with Loyalty team and programme where appropriate.
  • Lead and embed a customer-data strategy, ensuring that regular updates to customer data are implemented, tracked and measured.


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


Manages a team of up to 20 people, excluding the call center agents. Supports the sales volumes of AED3B+ and manages an operating budget of AED 7M to deliver on all initiatives. Is a key partner to all stakeholders in the business and is seen as the immediate “go-to” person for all “customer” operational activities.


Other Context (if applicable):


Ability to demonstrate leadership and patience, and to handle unexpected complaints or events in a professional manner with a calming presence.


Functional/Technical Competencies:


  • Proven working experience as a customer service lead or CX lead and demonstrate ability to think strategically to ensure continuous improvement.
  • Excellent knowledge of Customer Service and Customer Care management methods and techniques
  • Working knowledge of customer service software, databases, and tools
  • Awareness of industry’s latest technology trends and applications
  • Strong client-facing and communication skills


Personal Characteristics and Required Background:


Minimum Qualifications/education


  • Degree in Business Administration or equivalent Minimum experience
  • 15 years of experience in a similar job
  • 5 years’ experience in the Middle East