Manager - Customer Experience
At a Glance
- Category
- 📢 Marketing & Sales
- Level
- Mid-Level
- Type
- Full-time
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JOB TITLE
Manager - Customer Experience | MAF Retail | Corporate Head Office
ROLE SUMMARY
The Manager – CX responsible for all CX analytical requirements, managing execution of CX initiatives (customer research and market led improvements).
ROLE PROFILE
• Develop in-depth analytical understanding for what drives growth for MAF Retail across markets.
• Analyze disparate customer feedback sources (i.e. NPS, social media, call/case volumes, product feedback) to present comprehensive views of CX.
• Prepare and deliver visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.
• Prepare monthly reports on key KPIs and status of CX initiatives and share with CX leadership and BU's and Majid Al Futtaim's management team.
• Liaise with markets to develop improvement plans across markets keeping in mind customer feedback, operational metrics and local challenges
• Work with line manager to manage the executional requirements end to end for customer research on new innovations rolled out (for example – Scan & Go, Cleveron, etc.) .
• Work with line manager to review business cases on new rollouts across MAF Retail.
• Monitor and report on Business Unit NPS.
REQUIREMENTS
• Bachelor's degree or higher, preferably in business studies, marketing or a communications discipline .
• 3 - 5 years of experience in CX related roles.
• Passionate about Customer Experience.
• Knowledge and understanding of customer experience metrics and measurement methodologies.
• Excellent problem-solving skills with ability to dis-aggregate issues, identify root causes and recommend solutions.
• Strong knowledge of fundamental business concepts; operations research and statistical techniques is a plus.
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 in a friendly environment, where everyone shares positive vibes and excited about our future.
- Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.
Requirements
- •Bachelor's degree or higher, preferably in business studies, marketing or communications
- •3 - 5 years of experience in CX related roles
- •Passionate about Customer Experience
- •Knowledge and understanding of customer experience metrics and measurement methodologies
- •Excellent problem-solving skills with ability to identify root causes
- •Strong knowledge of fundamental business concepts
Nice to Have
- •Knowledge of operations research
- •Statistical techniques
Responsibilities
- •Develop in-depth analytical understanding for growth drivers across markets
- •Analyze disparate customer feedback sources (NPS, social media, call/case volumes, product feedback)
- •Prepare and deliver visualizations and internal presentations translating insights into actionable solutions
- •Prepare monthly reports on key KPIs and status of CX initiatives
- •Liaise with markets to develop improvement plans based on feedback and operational metrics
- •Manage executional requirements end to end for customer research on new innovations
- •Review business cases on new rollouts across MAF Retail
- •Monitor and report on Business Unit NPS
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Majid Al Futtaim is a leading conglomerate in the Middle East, Africa, and Asia. They own, operate and develop shopping malls, communities, businesses, and leisure facilities.