Customer Experience Manager

The Manager – CX responsible for all CX analytical requirements, managing execution of CX initiatives (customer research and market led improvements).

ROLE PROFILE

• 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 manager to review business cases on new rollouts across MAF Retail.
• Monitor and report on Business Unit NPS.

REQUIREMENTS

• Bachelor's degree or higher, preferably in business studies, marketing or a communications discipline.
• 3 - 5 years of experience in CX related roles.
• 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.
• Strong knowledge of fundamental business concepts; operations research and statistical techniques is a plus.