CX Associate Manager, Insights

Majid Al Futtaim Properties invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, and Hospitality pioneer across the Middle East, 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 Summary:

The role of the CX Associate Manager will generate CX insights for the business to support continuous improvement strategies and CX design initiatives. The CX Associate Manager will manage the Voice of the Customer (VOC) programme and be responsible for commissioning further research to the centralized research team and to external partners. The CX Associate Manager will provide oversight of CX initiatives across the business unit and will be responsible for tracking and measuri

Role Profile:

• Manages Quantitative And Qualitative Customer Research Activities And Develops And Reports Insights From Obtained Data.
• Conducts Root Cause Analysis Of Customer Complaints, Queries, Service Failures And Other Customer Data To Enable Greater Understanding Of Customer Moments Of Truth That Will Enable Improvement Opportunities To Be Identified And Prioritised.
• Compiles Customer Experience, Quality, Operational And Financial Metrics From Multiple Channels And Analyses Customer Behaviour And Feedback
• Presents And Defends Recommendations To Senior Executives. Works With Front-Line Teams To Understand The Insights And Advise On Possible Root Causes/Solutions.
• Defines And Reviews Cx Measurement Methodologies (E.G. Csat, Nps).
• Tracks Group-Wide Cx Performance Objectives For Maf Development.
• Collaborates With Cx Design And Continuous Improvement Manager To Oversee Operational Delivery Of Redesigned Experience.
• Prepares Monthly Reports On Key Kpis To Share With Cx Leadership And Majid Al Futtaim'S Management Team.

Requirements:

• 6+ Years Of Experience In Research, Data Analysis And Reporting
• Bachelor'S Degree Or Higher, Preferably In Business Studies, Marketing Or A Communications Discipline
• Knowledge And Understanding Of Customer Experience Metrics And Measurement Methodologies
• Proven Experience Within A Customer Service Environment, With A Solid Understanding Of Customer Preferences And Behaviour
• Excellent Attention To Details
• Persistent And Precise Way Of Working Together With A Variety Of Stakeholders

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.