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Majid Al Futtaim 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 CX Manager will be responsible for driving continuous improvement of the customer experience within all Majid Al Futtaim Lifestyle stores to drive sales, increase customer retention and achieve the highest customer satisfaction and advocacy scores. The role is responsible for designing CX journeys, leading the development of brand experience frameworks and utilizing information from customer experience initiatives to gain customer insights that drive continuous improvement thereby augmenting customer engagement and cultivating customer loyalty.
Responsibilities will include, but will not be limited to the following:
Operational Excellence
Financial & Standards
Customer
- Develop the customer experience strategy for online and offline, aligning with the Corporate customer experience agenda and Senior Director of Marketing & Communication
- Driving the customer experience strategy in day-to-day MAF Lifestyle business operations.
- Delivering ownable experiences that we will be known for (Big Bets) and grow revenues through CX initiatives.
- Develop and implement the brand customer experience journeys in co-ordination with Operations, Omni channel and Marketing.
- Accountable for the roll out of NPS / Mystery Shopping across all MAF Lifestyle touchpoints.
- Responsible for designing MAF Lifestyle customer journeys and engagement principles and standards, ensuring the implementation of the same.
- Own customer analytics management, gathering, identifying and analyzing customer trends and outliers providing in-depth reports to support business decisions to drive customer engagement.
- Drive NPS platform configuration in collaboration with selected vendors, to ensure Majid Al Futtaim Lifestyle design choices are reflected on the platform.
- Work with the Call Center and the Omnichannel team to ensure the implementation of an effortless customer experience journey across all touchpoints.
- Support and streamline the implementation of the loyalty programme within MAF Lifestyle stores.
- Embed and measure MAF behavioral and operational standards and train front liners.
- Engage and train front liners on customer experience principles and framework
- Monitor and report on the MAF Lifestyle business Customer Experience spend within the larger Marketing and Communications budget.
- Responsible for developing Customer experience standards and KPI’s for MAF Lifestyle and driving these across the business.
- Measuring the financial impact of CX initiatives on revenue uplift.
- Create training content in line with defined standards and providing training to ensure clear understanding across all MAF Lifestyle staff.
- Contribute and support the business in achieving the Dare Today, Change Tomorrow sustainability strategy
- Keen connect with customers through research, surveys and focus groups to understand customer perspective and channel this to the business contributing to continuous enhancement of customer experience and engagement.
- Build strong relations across all MAF Lifestyle business to ensure smooth flow and sharing of information for the development of significant customer engagement journeys.
- Collaborate with MAF Holding to support the roll out of group wide customer engagement initiatives.
- Represent MAF Lifestyle in all CX forums and CX Holding initiatives.
- Promote sustainability initiatives to transform the lives of the community and contribute to the net positive impact, and health and wellness.
KPIs
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Customer Retention
- Sustainability initiatives
Functional / Technical Competencies
- Data Analysis and analytical ability
- CX Platforms knowledge (Medallia/Qualtrics)
- Customer profile and segmentation understanding
- Process improvement knowledge
- Project Management
Leadership Competencies
- Leads the Way – Understands market trends and impact on value drivers affecting areas of responsibility. Regularly reviews and prioritizes work of the team based on urgency and impact. Communicates the vision in a clear and compelling way. Creates clear, balanced roadmaps and ensures alignment. Allocates work in a clear, structured manner. Meets challenging situations head-on.
- Drives Impact – Makes clear, informed decisions. Understands risks associated with the job and ensures team understanding. Involves team members in decision making and takes ownership and responsibility for decisions made. Makes hard decisions and knows when to “make the call” versus upward delegations.
- Thinks Customer – Has a good understanding of customer segments and helps team to understand them. Frequently solicits customer feedback, works with the team to ensure customer expectations are met and exceeded. Actively encourages team members to adopt “customer first” mindset.
- Thinks Group – Identifies and pursues opportunities with potential and benefit for the group. Promotes collaboration with other teams and departments. Plays a leading role in establishing team targets ensuring they are ambitious and measurable. Proactively addresses perceived issues and leads resolutions in a constructive manner. Celebrates team achievements. Is responsive and communicates openly and keeps relevant stakeholders in the loop.
- Develops Talent – Delegates responsibilities to improve efficiencies within the team. Invests time and effort to coach team members. Provides fact based, detailed and actionable constructive feedback. Is able to have difficult conversations while maintaining calm and composure.
- Fosters Innovation – Regularly discusses new ideas focusing on potential rather than limitations. Actively pushes team to identify best practices and encourages discussion of new ideas. Leads team in assessing feasibility and impact of new ideas for sound implementation.
Qualifications & Experience
Qualifications/Education
- Graduate degree in related subject.
- MBA or Certified Customer Experience Professional is an advantage
Experience
- 10 years of relevant CX experience with 3-4 years in a CX management role
- Experience in CX in a retail environment
