Dubai
Company Info
Large organization
200 + Employees
Majid Al Futtaim
About the job
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 Service Delivery Manager for the frontline delivery of loyalty-related 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 customer service delivery across all touch points in the MAF ecosystem. This includes real time motivation and engagement of frontline line teams through the Ambassador programme, training of loyalty standards & procedures and coordination of relevant training events. Reporting, quality performance and monitoring.
Role Responsibilities
- Maintain and update the loyalty Standard Operating Procedures (SOPs) for customer-facing staff (e.g. in MAF-owned stores, MAF tenant stores, contact centre).
- Ensure compliance by all BUs and partners to the operating procedures and identify any gaps for correction.
- Coordinate and support the timely delivery of Loyalty training programme to roll out the across all customer touchpoints
- Implement operations monitoring processes to ensure the quality of customer processes with an action plan to resolve issues
- Work with the Senior Manager and Service Delivery Manager on the evolution of service through all customer contact points, leveraging technology and training to deliver a seamless, first time resolution approach.
- Maintain 2-way communication with all Ambassadors through the relevant digital channel capturing all customer feedback and provide guidance for real time issues raised by front liners to assist customer resolution
- Ensure all KPIs are met by each BU on a monthly basis and that the overriding OKR of 85% engagement level is achieved across the MAF eco-system of Ambassadors
- Produce monthly customer corrective action report based on feedback and interactions from the contact centre. Translate findings into action and drive through change in process/training refreshers to close service gaps identified.
Minimum Experience/Qualifications
- Bachelor’s degree preferred
- 5+ years of operations experience (defining processes, SOPs, training plans) in a relevant field
- Experience in loyalty an advantage
- 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
- Regional travel may be required for this role
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