Manager, Customer Care

BUSINESS INTRODUCTION

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 Care | MAF Global Solutions | Global Solutions Egypt

ROLE SUMMARY

The Manager of Customer Care is responsible for the execution of customer care initiatives, operational delivery, vendor governance, and customer experience across all MAF business units. The role delivers customer care initiatives, supports technology enhancements, and manages vendor relationships in line with the Group Customer Care Policy and the strategy set by the Senior Manager of Customer Care Solutions.

ROLE PROFILE

• Execute customer care and outsourcing strategies while supporting the transformation of the contact centre operating model.
• Align operational plans with business objectives and monitor customer engagement performance
• Manage end-to-end vendor governance, ensuring service quality, SLA compliance, and contract adherence
• Conduct audits, mystery shopping, and performance evaluations to maintain quality standards.
• Oversee contact centre operations including agent lifecycle management and service desk activities.
• Monitor KPIs and SLAs, leveraging customer insights (NPS, CRM data, VoC) to drive improvements.
• Perform root cause analysis and implement continuous improvement initiatives across customer journeys,
• Support forecasting, headcount planning, and cross-functional collaboration with Business Units and vendor.

REQUIREMENTS

• Bachelor's degree with 8+ years of experience in contact centre operations.
• Strong knowledge of contact centre KPIs (NPS, CSAT, CES, SLA, FCR, etc.).
• Proven experience in vendor management and outsourcing governance.
• Hands-on experience with CRM systems, telephony, and customer analytics tools.
• Strong analytical, organizational, and stakeholder management skills.
• Excellent communication skills in English and Arabic, with GCC experience being 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.