Customer Care Development Manager

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:

The Customer Care Development Manager is responsible to Drive and
facilitate the achievement of service excellence via the adoption of best
demonstrated practices through the customer trends, audit and quality.
Identify process gaps to create a more seamless experience whilst managing
counselling and coaching activities aimed at reinforcing strengths of the
frontliners.

Role Details - Key Responsibilities and Accountabilities:

Customer Experience and Subfunction collaboration*
* Work closely with the Customer Experience team to support the strategy to implement the Carrefour driven projects and initiatives and identify areas or processes for service improvement and recommend specific Customer Care * related improvement actions.
* Collaborate with the Frontline and Backline to drive and create knowledge base, script and processes to drive Service Excellence based on independent assessments of service quality and benchmark against competitor.
* Ensure the analysis and audit of service failures and complaints are carried out to surface trends in service gaps and process weaknesses in the operations, logistics or other interfacing functional departments (e.g. IT, Marketing, CRM, Loyalty, technology, etc.) that may impact service excellence.

Customer Care Learning and development
* Ensure relevant skills and competencies in each of the customer care units and Customer Care personnel are effectively trained to an acceptable standard to achieve service excellence by collaborating with the L&D team to conduct training module, skills verification (tests) when required to validate service Excellence standards.
* Work with the Customer Care Frontline Manager to provide coaching and training to customer care staff with the objective of upgrading their skills level.
* Support the Customer Care Frontline, Backline Managers in the administration and monitoring of the quality auditing function to ensure the achievement and maintenance of service quality objectives.
* Work closely with the Head of the Customer Care in countries and Customer Care Team leads on career progression planning for Customer Care personnel.

Customer Care third party relationship
* Ensure a good relationship with our third party outsourced.
* Responsible of calibrating the service between external and internal customer care staff.

Systems & Procedures
* Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts.
* Ensure to always keep client confidentiality and company policies for data protection and security.
* Ensure that the in-house processes and procedures are always adhered to.
* Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless
shopping experience
ills:
Minimum Qualifications/education
* Bachelor's Degree in Business Administration or Marketing
* MBA is preferred
Minimum experience
* ‎5+years in a Customer Care function
* ‎5+ years of experience working within the retail industry

Skills
* Extensive experience in a customer care environment, omnichannel, ecommerce, retail within a traditional large scale vertical retailer's customer service/after sales department
* Business Agility
* Interpersonal skills
* Critical thinking
* Problem solving
* Business Acumen
* English, Arabic (Full professional proficiency - Required) :