Customer Care Manager

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Job Description

BUSINESS INTRODUCTION
Majid Al Futtaim Retail is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 48,000 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
Customer Care Manager | Retail | Jordan Head Office

ROLE SUMMARY
The Customer Care Manager is responsible for driving and implementing  all aspects of customer support and service across all channels within the Country. The role holder is also responsible for managing the end-to-end cycle of all customer experience touch points and implementing cross-functional initiatives to enhance the customer’s journey. 

ROLE PROFILE

  • Analyse customer needs and provide recommendations that contribute to customer service enhancements
  • Develop effective processes to monitor customer issues and feedback to better understand key concerns
  • Develop and analyse customer satisfaction and experience surveys to help identify specific customer satisfaction drivers
  • Understand all aspects of operations as well as industry trends and opportunities in order to improve, prioritize and leverage customer experience programs
  • Build and implement a structured customer relationship management (CRM) process, including sales analysis, after-sales follow up, and future contact cycles in order to enhance customer retention strategies
  • Assist with the implementation of the performance management process by setting objectives, monitoring performance, and provide constructive feedback and provide inputs to senior management
  • Coordinate with internal stakeholders and CORP Head office to identify and develop customer service management best practices
  • Contribute to the design and implementation of customer experience improvement programs in collaboration with CORP Head office

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.