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Majid Al Futtaim Retail invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, 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 Purpose:
The Program Manager is responsible for organizing, coordinating, overseeing and delivering learning programs which are considered strategic to the business operations. This role focuses on providing guidance to teams, lead and support the roll-out of projects related with employee’s development, in-store productivity and Customer Experience. The Program Manager will deliver results in a timely manner and measure impact within the business in order to deliver the desirable outcome to the organization. This role will oversee and ensure the effectiveness of the company’s Onboarding Schools and/or Business Development Programs.
Role Details – Key Responsibilities and Accountabilities:
Programme Management
- Aligned with MAF Retail Learning & Development plan and as per business requirement, help strategizing business development, growth and expansion by rolling out and monitoring training programmes to onboard employees and/or develop talent in other business skills
- Prepare and oversee programmes schedule, monitor progress and support the delivery of the learning interventions by formulating/ organizing inter-connected projects aiming to maximize ROI
- Supervise, design and measure impact of on-the-job training solutions in an omni-business context
- Strategize employees’ development plans enhancing their behavioral skills and measuring results against business KPIs
- Framed by the company strategy, build action plan for training effectiveness reports and measure impact against KPIs
- Understand and apply adult learning principles and develop teams accordingly
- Coach/ mentor employees role modelling a customer centric culture in their roles
- Follow up on learning intervention strengths, areas of development and provided Customer Experience after programs completion
- Provide input on learning literature CX driven and ensure it is adapted to the business and learner’s needs
Financial & Standards
- Ensure training costs are in line with defined budgets
- Lead data gathering on employees’ performance after the training and produce intervention reports to support decision making
- Monitor if learning content is delivered as per MAF guidelines and covers all relevant compliance requirements
Specific Market Need
- Support RBS Head by implementing the following strategic development pillars:
- In line with Egypt market needs set onboarding best practices across all Carrefour business units in the region
- In line with identified capability development journey, drive change by upskilling 100% of the workforce in the region
- In line with the retention strategy of the company, ensure Career Development Programs are rolled out to build talent pipeline
- In line with the customer centricity of the business, drive change by promoting and refreshing the workforce with best CX practices
Functional/Technical Competencies
- Role model MAF leadership competencies
- Change Management and data driven
- Critical thinking and problem-solving skills
- Excel on OPS management and project planning
- Outstanding organizational skills
- Computer proficiency: MS Office
Personal Characteristics and Required Background:
Minimum Qualifications/education
- Preferably – but not mandatory – BS degree in Education, Training, HR or related field
Minimum experience
- 2 years of experience as a facilitator on his/her area of knowledge, or similar role
- 2 years of experience leading projects/ teams
- Ability to lead a full training cycle
Preferred Languages
- English (full professional proficiency – required)
- Arabic (mandatory for Arab countries)
