Share this Job

Senior Manager Customer/Member Experience SHARE

Date: 08-May-2022

Location: Dubai, AE

Company: Majid Al Futtaim

.

The role of Senior Manager CX is to define, design, develop and measure the CX delivery for SHARE.  To ensure that SHARE has the right CX foundations to support regional growth and a diversified portfolio of partnerships. Drive our vision to Make Every Day Amazing for our members through Effortless, Unforgettable and Sensorial design and innovation. Instill Customer Obsession across our Loyalty Team.

 

Job responsibilities: 

  • Lead and deliver holistic end to end CX for SHARE working cross functionally across Programme, Digital Product, Partnerships, Marketing and Operations internally as well as with MAF Business Units to ensure best in class customer experience for all SHARE members.
  • Manage and deliver experience design, service design, journey mapping for SHARE in collaboration with product managers, commercial managers, operations managers and digital managers. Participate in the design of all new projects to meet CX requirements.
  • Lead continuous improvement cycle through periodical review and revisit of process and journeys to optimize effortless CX through cross functional workstreams. Instill a discipline of continuous improvement, testing, learning, and iterating
  • Responsible for delivering against the group-wide CX operating model and CX principles for Majid Al Futtaim.
  • Collaborate with other key CX stakeholders across Majid al Futtaim to drive a holistic view of the SHARE member experience providing recommendations and requirements to seamlessly link the experience regardless of customer entry point
  • Responsible for the seamlessness workstream within SHARE to ensure insights from VOC and other customer data inform prioritization in design and improvement cycle. Present results and continuous improvement plans in alignment to the roadmap.
  • Manage our Voice of the Customer programme translating data into tangible action that result in improvement of NPS KPIs. Manage and maintain all other customer related programs NPS, VOC, CSAT, Customer comments, Frontline feedback
  • Create and present timely performance reports to relevant stakeholders while communicating messages in a simple, clear, unambiguous, relatable, and digestible manner to varying audiences
  • Responsible for all CX audits, score cards, compliance, and project roadmaps
  • Responsible for contribution to the MAF CX Forum
  • Participate and present in SHARE monthly/quarterly/annual reviews 

 

Qualifications: 

  • University degree in marketing, customer experience, design or business graduate from a recognized business school or university
  • Minimum 7 years of relevant experience in CX
  • Someone who worked within a large organisation managing CX operations across multiple customer touchpoints
  • Someone with hands on CX operations experience in design and journey mapping
  • Proven experience leading teams, driving adoption and engagement, and leveraging CX best practice
  • Data-driven decision-making skills that feed into the internal organisation
  • Proactive customer value realization mindset vs. reactive issue resolution mindset.
  • Someone who keeps ahead of the curve, equally creative, strategic and analytical
  • Innovative and thinks out of the box
  • Collaborative working style, understands and is effective at working cross functionally
  • Excellent communication to bring the ecosystem together