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Role Purpose:
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 role will support the Senior Manager Activation and Benefits for the delivery of High Value tier operational systems, processes and customer interactions across all touch points in the Majid Al Futtaim Group, Tenants and relevant Loyalty partners.
The role will ensure a seamless delivery of High Value service across all touch points in the MAF ecosystem for our High Value Member base. This includes support of Exclusive event organization, Concierge support function and Relationship management.
The role requires engaging with our members and the relevant internal Operations and BU teams across the business to deliver upon the experiences.
Role Responsibilities and Qualifications:
Member Services:
- Devise new processes to support roll out of High Value services that require frontline intervention. This includes The9 and Cle D’Or lounges and all BUs and Contact Center to deliver an effortless experience for our High Tier members.
- Coordinate and support a Concierge service to our High Value members. Work with the Contact Centre to deliver on required services and experiences to be booked, confirmation process with the member and ground services with the provider or BU.
- Relationship management with our top tier members to ensure one to one emotional connectivity with our members, updating their preferences, understanding their needs, capturing the data and personalizing opportunities at events and signature moments to personalize and drive value for the programme.
- Responsible for onboarding of new members to High Value tier – identifying and verifying their status and spend to entitle membership to the tier. Capturing preferences, Car registration plate, handover of welcome pack and explanation of service offering.
Event Management:
- Support the Senior Manager Activation and Benefits on the annual calendar of HVT members events. Work with the Senior Manager on the concept, logistics and invitation list to maximize attendance and incremental revenue opportunities through Supper Club and other concepts.
- Ensure contracts are in place with all suppliers and processes are in place to ensure flawless execution event management. Ensure feedback process and success metrics are in place to ensure continual improvement.
Reporting:
- Update the High Value Database on quarterly basis working with the data analytics team to ensure we recognize existing HV customers, stretch potential high spenders into the tier, non-MAF High Value customers to target and invite to the membership.
- Evaluate member spend at individual level and identify opportunities for those who drop to incorporate into a win-back strategy.
- Manage down-grades of members who no-longer qualify for the membership based on spend in collaboration with the Contact Center team
Minimum Experience/Qualifications:
- Advanced Microsoft Office skills
- Experience in writing Standard Operating Procedures for customer-facing staff
- Experience in designing and implementing wide-scale training programmes (e.g. train the trainer)
- Experience of contact centre operational functions
