Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.
JOB TITLE
Manager - Customer Experience | MAF Retail | Corporate Head Office
ROLE SUMMARY
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.
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 in a friendly environment, where everyone shares positive vibes and excited about our future.
- Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.
