Job Description:

The Manager – Customer Care is responsible for supporting and executing all aspects of customer support and service. The role holder is also responsible for contributing to the implementation of organization’s customer care strategy.

Job Responsibilities:

• Contribute to the formulation of operational strategy for the customer care function to determine and execute key strategic initiatives
  Report and highlight the effectiveness of all customer care touch points and initiatives across all data points
• Research and apply operational performance measures in place for the purpose of continually monitoring the customer support performance
• Apply full analytical feedback and closed loop approach
• Manage both internal and external relationships on behalf of the Customer Care function
• Engage in direct interactions with the businesses and consumers as required
• Deliver customer care efficiently in a cost-effective manner using the latest technologies and customer relationship management softwares to improve overall productivity
• Understand the contribution of technology and prepare a sound business case for investment
• Assist in implementation of the performance management process by setting objectives, monitoring performance, and provide constructive feedback and provide inputs to senior management
• Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
• Provide inputs on training needs and coordinate with the HC department to ensure facilitation of training requirements
• Develop and implement on the job-training for the team
• Provide inputs for the development of annual manpower plan
• Ensure the implementation of MAFR’s corporate policies and relevant procedures

Job Requirements:

• Bachelor’s Degree in Business Administration, Marketing or Operations
• MBA is preferred
• 10+ years in a Customer Care function
• 5+ years of experience working within the retail industry
• Extensive management experience in a customer care environment, such as a call center, technical support department, airline customer support, or within a traditional large scale vertical retailer’s customer service/after sales department
• Past CX experience is a plus
• Customer Journey Mapping skills
• Business Agility
• Data Analytics
• Interpersonal skills
• Critical thinking
• Strategic
• Business Acumen
• Knowledge of Six Sigma Methodology

Job Details:

Company:  Majid Al Futtaim

Vacancy Type:  Full Time

Job Location: Abu Dhabi, United Arab Emirates

Application Deadline: N/A

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