Customer Experience Manager | Retail | Digital

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Job Requisition ID: 158870

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world’s most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

Drive the effectiveness and efficiency of the Outsourced Contact Center Service Partner by defining customer success objectives, strategy, and tactics, and by leading a team that reinforces the implementation of standard processes that scale to achieve the ultimate goal of Customer satisfaction and best Customer Experience.

Description of Accountability:

Processes: Monitor Outsourced Contact Center Service Partner performance to ensure SLAs are met (Voice, Non-Voice, Email)

Report& Analysis: Provide insights to the brand as a result of careful analysis of data and reports

People Management Responsibilities: Lead, enable and manage CS Ops Associates by providing coaching/ feedback, materials and data that will help CS Ops Associates work more effectively.

Planning and Budgeting responsibilities – Support in Budget exercise alongside finance and consciously adhere and control the approved budget

Risk Management: Detect early signals of risks address them, and provide path to escalation

Cross-Functional Coordination: Coordinate cross-functional processes that help meet complete resolution and satisfaction of customers:

• Relay customer feedback to the Product team and Business stakeholders

• Align with the Support team on resolution of major cases and report bugs to technical team

• Provide feedback to Business on the readiness of solutions that improves customer’s experience

• Help the Technical team overcome any delays in system implementation by participating in UATs as and when required

<ul style=”margin-bottom:4.0px;margin-top:4.0px”>
<li>Leadership Skills.</li>
<li>Negotiation Influencing Skills.</li>
<li>Interpersonal Skills.</li>
<li>Team Management Skills.</li>
<li>Excellent written and verbal communication skills</li>
<li>Problem analysis and problem-solving</li>
<li>Information management</li>
<li>Formal presentation skills</li>
<li>Persuasiveness</li>
<li>Adaptability</li>
<li>Innovation</li>
<li>Judgment</li>
<li>Decision-making</li>
<li>Proficiency in communication & computer literacy are prerequisites.</li>
</ul>

<ul style=”margin-bottom:4.0px;margin-top:4.0px”>
<li>Minimum 8-10 years significant experience in Customer Service and Customer Experience</li>
<li style=”text-align:justify”>Degree/higher level qualification in business/operations/customer experience</li>
<li style=”text-align:justify”>Management and people development experience</li>
<li style=”text-align:justify”>Data and Analytics experience and knowledge of how to determine trends from Data</li>
<li style=”text-align:justify”>SAP or similar experience</li>
<li style=”text-align:justify”>High level of MS Office</li>
<li style=”text-align:justify”>Experience on NPS programs</li>
<li style=”text-align:justify”>Excellent data and trend analysis skills</li>
</ul>

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options. 
 
Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…

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