Customer Care & Services Manager

MAJID AL FUTTAIM; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading retail company in Dubai is seeking a Customer Care & Services Manager responsible for enhancing the customer experience across all channels. The ideal candidate will have a Bachelor’s degree in Business or Marketing and a minimum of 3 years’ experience in a similar role, preferably in the FMCG or retail sectors. Strong communication skills in Arabic and English are essential, alongside leadership abilities and a commercial mindset. Join a dynamic team and contribute to a high-quality customer service environment.

Benefits

Friendly work environment

Work with diverse colleagues

Career development opportunities

Qualifications

• Minimum of 3 years’ experience in a similar role, ideally in FMCG or retail.
• Strong technical skills and luxury consumer standards connection.
• Flexible, proactive, and self-motivated approach required.

Responsibilities

• Ensure exceptional customer experience and meet service levels.
• Collaborate with teams to resolve customer pain points.
• Train and mentor customer care representatives.

Skills

Strong communication skills

Problem-solving abilities

Leadership capabilities

Proficiency in Arabic and English

Education

Bachelor’s degree in Business, Marketing, or related field

Job description

ROLE SUMMARY

The Customer Care & Services Manager ensures high-quality capacity management and supports Customer Care Representatives in meeting service levels efficiently and cost-effectively. As the face and voice of the Carrefour brand, the role leads all online and offline customer interactions while enhancing the overall customer experience across every touchpoint.

ROLE PROFILE

• Deliver an exceptional customer experience across all channels by adhering to Customer Care standards and handling difficult cases professionally to achieve positive outcomes.
• Maximize every customer interaction to meet sales targets through strong product knowledge, cross‑selling, and personalized service.
• Collaborate closely with store operations, P&O, IT, supply chain, and merchandising teams to resolve customer pain points and enhance overall service delivery.
• Use CRM and e‑commerce systems confidently, ensuring accurate documentation of all customer interactions while maintaining strict data protection and confidentiality.
• Ensure full compliance with company policies, processes, and procedures, and support seamless resolution of issues impacting orders, returns, or the shopping experience.
• Monitor schedules and adhere to operational forecasts to maintain efficient workflow and service levels.
• Train, coach, and mentor customer care representatives, supporting performance management, on‑the‑job training, and continuous capability development.
• Provide input on training needs, manpower planning, and adherence to corporate policies while contributing insights to senior management.

REQUIREMENTS

• Bachelor’s degree in Business, Marketing, or a related field, with additional customer service certifications preferred.
• Minimum of 3 years’ experience in a similar role, ideally supported by sales or retail experience in FMCG, department stores, or high‑end travel and leisure.
• Strong communication skills with excellent accuracy in both Arabic and English, across verbal and written formats.
• High technical proficiency and a strong connection to luxury consumer standards, combined with a commercially driven and sales‑focused mindset.
• Strong problem‑solving and influencing abilities, supported by a flexible, proactive, and self‑motivated approach.
• A collaborative team player with proven leadership capabilities and a positive, energetic attitude.

WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and is excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.