Majid Al Futtaim 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 45,000 team members in 17 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.
JOB TITLE
Customer Experience & Service Management Manager | MAF Global Solutions |
Business Support
ROLE SUMMARY
The Customer Experience and Service Delivery Manager is responsible for
overseeing and optimizing the customer experience while ensuring the timely
and efficient delivery of services. This role involves managing teams,
processes, and resources to drive customer satisfaction, uphold service level
agreements (SLAs), and continuously improve the overall service delivery
process.
ROLE PROFILE
* Leading and driving initiatives related to the company's Customer Experience strategy.
* Driving Voice of Customers initiatives and providing senior leadership with customer feedback, data, and insights
* Enhancing the overall customer experience across all touchpoints
* Collaborating with cross-functional teams and leadership to prioritize and address customer pain points and opportunities
* Driving, monitoring, and engaging stakeholders to ensure the implementation of action plans that drive overall customer satisfaction
* Managing the development and implementation of a new unified service management tool
* Managing the overall service delivery operations across the service management platform to ensure compliance with SLAs and quality standards
* Identifying bottlenecks or issues in service delivery processes and implementing solutions for improvement
REQUIREMENTS
* Bachelor's degree in business, management, or a related field.
* Proven experience in Customer Experience management, service delivery, or related roles, with minimum 8 years' experience in a CX/ service management role in a well-established organization.
* Experience in Business management consultancy is preferred.
* Strong ability to work with external vendors/suppliers and play a pivotal cross-function role with Functions within GS.
* Knowledge of customer service tools, CRM systems, and service management platforms.
* Analytical mindset with the ability to use data-driven insights for decision-making.
WHAT WE OFFER
* At Majid Al Futtaim, we're on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We're proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
* Work from any country in the world for 30 days a year.
* Work in a friendly environment, where everyone shares positive vibes and excited about our future.
* Work with over 50,000 diverse and talented colleagues, all guided by our Leadership Model.
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