Customer Experience Manager
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Key skills for this role
About the Role
Majid Al Futtaim Retail seeks a Customer Experience Manager to drive CX analytical requirements and execute customer research and market-led improvements. The role involves analyzing feedback sources, preparing reports, and liaising with markets to develop improvement plans.
Key Skills for This Role
Responsibilities
- 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
- Prepare monthly reports on key KPIs and status of CX initiatives
- Liaise with markets to develop improvement plans across markets
- Work with line manager to manage executional requirements for customer research on new innovations
- 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
Full Job Posting
Company Overview
- Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions.
- With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries.
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
- 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.
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