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Associate Manager - CX and Research

Date: 14-Sep-2022

Location: Dubai, AE

Company: Majid Al Futtaim

Majid Al Futtaim Retail 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.

Role Purpose:

Associate Manager - CX & Research is responsible for all CX analytical requirements, managing execution of CX initiatives (customer research and market led improvements)

Role Details – Key Responsibilities and Accountabilities:

CX Analytical & Research

  • Develop in-depth analytical understanding for what drives growth for MAF Retail across markets
  • Analyze disparate customer feedback sources (i.e. NPS, social media, call/case volumes, product feedback) to present comprehensive views of CX
  • Prepare and deliver visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement
  • Prepare monthly reports on key KPIs and status of CX initiatives and share with CX leadership and BU's and Majid Al Futtaim's management team
  • Liaise with markets to develop improvement plans across markets keeping in mind customer feedback, operational metrics and local challenges
  • Work with line manager to manage the executional requirements end to end for customer research on new innovations rolled out (for example – Scan & Go, Cleveron, etc.)
  • Work with line managerto review business cases on new rollouts across MAF Retail.

Communications, reporting and measurement

  • Monitor and report on Business Unit NPS.
  • Develop ready to use playbooks to scale CX initiatives and build capability across markets (for e.g. building training materials for rollout of NPS within the business)
  • Work seamlessly in a cross functional environment (Corp HO Marketing, Omnichannel, Transformation Office, local markets)

Human Capital Responsibilities

  • Proactively identify and seek professional development opportunities to improve leadership and technical skills pertaining to the direct line of work
  • Apply and follow MAF Retail’s Human Capital corporate policies and relevant procedures and instructions
  • Provide training and feedback to direct reportees when required

 

Definition of Success

  • Build a customer led culture within the business

Qualification, Experience & Skills:

Minimum Qualifications/Education

  • Bachelor's degree or higher, preferably in business studies, marketing or a communications discipline

Minimum experience

  •  3 - 5 years of experience in CX related roles

Skillset

  • Passionate about Customer Experience
  • Knowledge and understanding of customer experience metrics and measurement methodologies
  • Excellent problem-solving skills with ability to dis-aggregate issues, identify root causes and recommend solutions
  • Familiarity with data visualization tools such as Tableau, Qlik Sense,
  • Strong knowledge of fundamental business concepts; operations research and statistical techniques is a plus
  • Detail oriented and with ability to work under pressure, mentally resilient to endure the long and tough road of a business in transformation
  • Flexibility, patience, and an understanding of fluid, demanding, and unstructured environments where priorities evolve constantly
  • Proven experience within a customer experience environment, with a solid understanding of customer preferences and behaviour
  • Has worked at an agency/client side for businesses in Retail, Telco, Banking, etc. in a CX role
  • High level understanding of marketing concepts and CX concepts like design thinking.
  • Strong interpersonal and communication skills
  • Relationship building and influencing skills (e.g. balancing needs/ demands of multiple stakeholders, aligning with other executives etc.)
  • English (Full professional proficiency - Required) Arabic (Professional efficiency – Advantage)