Majid Al Futtaim
Majid Al Futtaim, we understand that today’s customer is focused on experience, value and unforgettable moments with people that matter the most. SHARE opens the vast world of Majid Al Futtaim so members can earn and redeem points across all our brands from homeware and fashion to food, beverages, groceries and moreObjective:
This role entails spearheading the quality function within the SMBU Team. The primary responsibility is to establish and uphold standards for both customer service and non-customer service activities across our malls in all markets where we operate.
Responsibilities and Accountabilities Overview:
Team Leadership and Development:
Cultivate a positive and supportive team environment, fostering teamwork and individual growth through coaching, feedback, and personal development initiatives.
Recruit, train, and manage a high-quality team, establishing performance goals and continuously evaluating team structure, strategy, and approach within the Customer Experience function.
Customer Experience Enhancement:
Collaborate closely with operational teams to monitor performance and gather feedback, implementing improvements based on insights from customers, teams, and stakeholders.
Lead the overall Quality program and its execution across the entire Shopping Malls business unit.
Training and Development:
Drive the training and development initiatives for the Customer Service team across Shopping Malls business unit, ensuring continuous improvement in service delivery.
Call Center Management:
Oversee the Call Center team’s strategy, structure, and operational outcomes in coordination with the Quality team.
Strategy Development and Implementation:
Develop and execute a comprehensive Customer Service Management Strategy/Program, including setting service level standards and detailed procedures for the SMBU.
Own the refinement and execution of the SMBU Customer Service Manual, ensuring adherence to 5-star customer ethos and compliance with job requirements and control measures.
Customer Service Protocols and Processes:
Act as the custodian of Customer Service Protocols, Processes, and Procedures, reviewing and approving all changes and improvements to maintain service excellence.
Continuous Improvement and Innovation:
Identify and implement innovative measures to enhance the customer experience, tracking improvement-seeking activities and evaluating success based on Net Promoter Score (NPS).
Cross-Functional Collaboration:
Collaborate with the Customer Experience team and key stakeholders to design, structure, and audit key services within the overall customer journey.
Performance Analysis and Reporting:
Monitor key performance indicators (KPIs) related to customer service, analyze data, and generate reports to assess effectiveness and identify areas for improvement.
Present findings and recommendations to senior management, highlighting opportunities to enhance service performance.
Cross-Functional Strategy Development:
Represent the business unit and lead the development of cross-functional strategies to improve the Customer Experience, contributing to broader initiatives/projects.
Customer Journey Mapping and Improvement:
Assist in mapping customer journeys and utilize root cause analysis to monitor, execute, and develop continuous improvement plans for enhancing the overall customer experience.
Minimum Qualifications/Education:
Bachelor’s degree in Business Administration, Marketing, Communications, Public Relations, or a related field.
Proficiency in Total Quality Management Systems (TQMS) is essential.
Certification in ISO9001 and/or at least Green Belt in 6 Sigma is required.
Bilingual proficiency, including Arabic, is necessary.
Minimum Experience:
A minimum of 8 years of experience managing people in Customer Service and/or Quality roles.
Extensive experience in all aspects of Customer Experience/Service Operations and Project Management within a fast-paced industry, preferably in Retail, Luxury Hospitality, or PR, either within the GCC region or internationally.