CX Associate Manager

  • Full Time
  • UAE

Website Majid Al Futtaim

Job Description:

The position is to own the leading of the quality function across the SMBU Team. This includes driving the establishment and maintenance of standards in the Customer service and non-customer service executions across our malls in all our markets.

Job Responsibilities:

  • Lead overall Quality program and execution across the full Shopping Malls business unit
  • Drive the Training and development of the full Customer Service team across Shopping malls business unit
  • Team Enhancement: Recruit, train, and supervise a team of quality team, setting performance goals and adjusting and evaluating team structure, strategy, and approach within the Customer experience function.
  • Customer Experience Enhancement: Work closely with the operational team to closely monitor performance and feedback to implement improvements based on customer, team, and stakeholder feedback.
  • Team management: Foster a positive and supportive work environment that encourages teamwork and individual growth through coaching, personal development, and feedback.
  • Leading the Call-centre Lead the Call centre team strategy, structure, and operational results with the Quality team.

Job Requirements:

  • Bilingual – Arabic included
  • Managing people in Customer Service and/or Quality for 8+ Years
  • Bachelor’s degree in Business Administration / Marketing / Communications / PR or equivalent .
  • Experience in all aspects of Customer Experience/Service Operations and Projects Management in a highly
  • dynamic driven industry, preferably Retail / Luxury Hospitality / PR firm in GCC or abroad
  • Mastery of Total Quality Management Systems (TQMS)
  • ISO9001 and/or 6 Sigma (At least Green Belt) required

Job Details:

Company: Majid Al Futtaim

Vacancy Type: Full Time

Job Location: UAE

Application Deadline: N/A

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