Customer Experience Manager - Al-Futtaim

Established in the 1930s as a trading business, Al-Futtaim Group today is one
of the most diversified and progressive, privately held regional businesses
headquartered in Dubai, United Arab Emirates. Structured into five operating
divisions; automotive, financial services, real estate, retail and healthcare;
employing more than ‎35,000 employees across more than ‎20 countries in the
Middle East, Asia and Africa, Al-Futtaim Group partners with over ‎200 of the
world's most admired and innovative brands. Al-Futtaim Group's
entrepreneurship and relentless customer focus enables the organization to
continue to grow and expand; responding to the changing needs of our customers
within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity;
Al-Futtaim Group continues to enrich the lives and aspirations of our
customers each and every day
Overview of the role

This role is responsible for developing and implementing strategies that
enhance the overall customer experience across all touchpoints and channels.
They will be responsible for setting up a business-wide customer engagement
strategy, creating customer satisfaction to improve NPS and CSAT scores. This
position is an integral part of the continuous improvement efforts of the
Mixed-use team and vital to the reputation of AFGRE and Al Futtaim in
upholding and improving customer service standards.

What you will do

• Team Leadership : Coordinate, manage and monitor the Customer Services function and the Customer Services Executive, to ensure personal responsibility and accountability and a high level of service is afforded to the businesses internal and external customers.


• Customers :


• Primary interface between the residential sales & leasing team and the businesses customers and their requirements, always ensuring courteous communication and upholding absolute professionalism and the reputation of Al Futtaim Group.


• Collaborate with cross-functional teams to identify, and address customer pain points and implement solutions to improve customer satisfaction.


• Develop and implement customer retention strategies that reduce vacancies and increase customer loyalty, increase order frequency and longevity.


• Customer Complaints : Investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to customers. Keep records of customer interactions and follow communication procedures, guidelines, and policies. Take the extra mile to engage customers.


• Systems and Processes : Facilitate the enhancement of business processes and systems to enable accurate and detailed reporting of individual customer's records and data.
  
  
  • Ensure systems and work requests/orders are updated with accurate feedback.
  
  
  • Coordinate efforts with Internal Audit to identify policies and procedures to improve customer service effectiveness and develop measures to ensure best practice and that industry standards and the UAE Property laws are always adhered to.
  
  
  • Coordinate with Group Legal counsels to create suitable agreements between Landlord/Seller and Customers. Create templates such as customer communications and letters/circulars while ensuring country laws are followed.
  
  
  
  


• Reporting : Production of the department's customers services database reports and accurate and informative reporting of statistics each week/month to assist Management in making accurate and measured business-related decisions on department KPIs, performance and application of best market practices


• Financial : Assisting the CRM and Finance teams in the management of the business funds, ensuring full compliance with company policy. Assisting collection and accurate recording of customer funds


• Policies & Procedures: Comply with Business Policy and Process by following approved departmental Delegation of Authority and Policies. Coordinate with Business Excellence teams to discuss and improve policies to follow best market practices.


• Written Communication : Writing concise and professional business correspondence to the business's customers (internal and external) assisting them to facilitate their purchase on time and ensuring the customer journey is recorded in the correct manor to create accurate records of all customer communication


• Community Management : Overlook the reports and financials submitted by the Owners Association Department along with business Finance Manager


• Handover : Overlooking the entire customer handover process to ensure the property is delivered by the Property Management and Facility Management teams; on time and enabling the final handover to the customer and title deed transfer through Dubai Land Department

Required Skills to be successful

• ‎5 years industry experience managing an entire customer service process.


• Experience in the management of contracts


• Business and administrative processes related degree or similar


• Proficiency of Microsoft Products to intermediate level

What equips you for the role

• Excellent written and spoken communication skills in English and Arabic


• Excellent level of report writing skills


• Task orientated to get the job done


• Good organisational and planning skills


• The ability to lead and motivate a team


• Problem-solving and decision-making ability


• A polite and tactful but assertive attitude


• Patience and calmness under pressure


• The ability to handle complaints and difficult situations.


• Excellent computer and administrative skills
  About Al-Futtaim Group Real Estate
  The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group
  Real Estate is responsible for a multi-billion-dollar portfolio across MENA.
  With high-quality residential, business, retail, tourism, educational and
  healthcare developments, the master developer caters to the diverse needs of
  cities and communities in the region. From origination, conception,
  development, sales, procurement and construction of mega-projects and the
  leasing, operation and management of these projects after completion, Al-
  Futtaim Group Real Estate (AFGRE) has been developing and managing owned
  landbanks, unlocking the economic potential of the region and contributing to
  future development for more than ‎40 years.
  Our focus is to enable and invest in meaningful relationships to make our
  properties the best places to live and work, build additional products and
  services and enable partnerships to create true value to our customers
  throughout their entire experience with us.
  AFGRE is responsible for master planning of all projects in its portfolio,
  including two large scale mixed use destinations: Dubai Festival City and
  Cairo Festival City.