Assistant Manager

Dubai World Trade Centre; United Arab Emirates; On-site; AED 60,000 - 84,000; Full time

Job summary

A leading company in the UAE seeks a professional to enhance visitor experience and operational efficiency. This role involves monitoring customer feedback, managing projects, and leading a team in a high-traffic environment such as malls or airports. Candidates must have a Bachelor's degree and at least three years of relevant supervisory experience. The position demands strong project management skills and excellent command of business English.

Benefits

Training and development opportunities

Dynamic work environment

Qualifications

• At least 3 years relevant experience in a supervisory role.
• Experience in a large shopping mall, airport, or venues with high traffic.
• Detail-oriented and able to work independently.

Responsibilities

• Undertake and record customer feedback; summarize improvement areas.
• Monitor visitor flow and signage; ensure venue readiness.
• Mentor Customer Care Representatives and manage team priorities.

Skills

Customer Feedback Management

Project Management

Team Leadership

Visitor Services

Business English

Education

Bachelor's Degree or equivalent

Tools

MS Office

Job description

• Undertake and record formal and informal customer feedback, summarizing assessment of improvement areas, business opportunities
• Ensure valuable client feedback is collected, reported, analyzed and that all issues are closed as per an agreed timeframe
• Assist in monitoring relevant policies and procedures within each key area/touch point
• Actively monitor regular Visitor Satisfaction Feedback and action plan thereof to ensure constant benchmark
• Establish and monitor relevant policies and procedures within each key area/touch point

Visitor Experience and Services

• Assist in active monitoring of identified key touch points within the Visitor Journey in the venue
• Monitor the standard look and feel of all identified areas under Front of House to be always maintained within the venue (during event days and non-event days)
• Always monitor and report back on venue readiness prior to all events
• Monitor smooth entry and exit for all visitors (crowd flow/queuing systems)
• Monitor wayfinding and signage guidelines are strictly maintained (both venue signage & event signage)
• Ensure complete solutions for wayfinding and signage across the venue
• Monitor on-going venue snagging schedules in coordination with Venue Infrastructure
• Feedback and ensure general amenities and offerings are updated within the Venue service offerings in coordination with relevant stakeholders
• Constant customer feedback monitoring and benchmarking to competition

Surveys

• Manage effectively customer feedback monitoring and benchmarking to competition
• Constant customer feedback monitoring and benchmarking to competition
• Assist Manager in Operational Expenses management
• Assist Manager in Capital Expenses management, Venue and Project related in line with those set by the Division Head

People Management

• Mentor and develop Customer Care Representatives and nurture an environment where they can excel through encouragement and empowerment
• Maintain an orderly workflow according to priorities
• Manage and ensure the right skill sets are allocated to the right job profiles
• Monitor daily roster, annual leave, lieu days and team coverage throughout
• Establish training and development plans for the team
• Establish and monitor relevant individual objectives for the team members and gathering scoring data for mid-year and end-of-year reviews

Project Management

• Implementation to scope, time and budget
• Management of risks and issues
• Project and team leadership
• Communication and stakeholder management
• Office based job; required to work longer hours on computer and to be on the floor sometimes leading the teams and meeting the customers
• On the floor leading the teams, conducting QC procedures and meeting customers

Formal Education

Bachelor s Degree or equivalent

Work Experience

• At least 3 years relevant experience in a similar work environment
• Previous work experience should preferably include in a supervisory role within a large shopping mall, Airport, and Venues which usually deal with large volume traffic

Skills & Knowledge

• Advanced computer knowledge, including MS Office applications (Word, Excel, PowerPoint, etc.)
• Well-organized, detail-oriented, energetic, able to work independently and be a team player
• Proficient in Business English (verbal and written)

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