Customer Experience Manager - Dubai Festival City Mall
AlFuttaim
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Zusammenfassung
Al-Futtaim Real Estate is seeking an experienced Customer Experience Manager to lead and enhance customer service operations at Dubai Festival City Mall in Dubai, United Arab Emirates. The role oversees Customer Service, Concierge, and Valet operations, driving a hospitality-driven service culture and measurable improvements across all touchpoints.
The position requires extensive experience in hospitality, luxury retail, or destination management, with strong leadership and stakeholder
Qualifikationen
- Bachelor's degree in Hospitality Management, Business Administration, Retail Management, or related field.
- Extensive experience in hospitality, luxury retail, shopping malls, or destination management.
- Proven leadership experience managing customer-facing teams and multiple service functions.
- Experience overseeing outsourced service providers and ensuring SLA compliance.
Aufgaben
- Lead development and continuous improvement of the end-to-end customer journey.
- Develop and implement a customer experience strategy aligned with brand objectives.
- Promote a hospitality-first service culture focused on proactive engagement.
- Oversee Customer Service, Concierge, and Valet operations.
- Monitor customer feedback and implement corrective action plans.
- Coordinate with Marketing, Operations, Security, and other departments to ensure consistent customer experience standards.
Kenntnisse
Ausbildung
Jobbeschreibung
Customer Experience Manager - Dubai Festival City Mall Job Snapshot - Role: Customer Experience Manager - Location: Dubai, United Arab Emirates - Industry: Commercial Real Estate - Function: Customer Support-Client Care - Experience: Extensive experience in hospitality, luxury retail, shopping malls, or destination management - Job Type: Full Time - Work Arrangement: On-site
Position Overview Al-Futtaim Real Estate is seeking an experienced Customer Experience Manager to lead and enhance customer service operations at Dubai Festival City Mall in Dubai, United Arab Emirates. The Customer Experience Manager will take ownership of the complete visitor journey, ensuring that every interaction, from arrival to departure, reflects the mall 's commitment to hospitality, personalized service, and customer satisfaction. This leadership position oversees Customer Service, Concierge, and Valet operations, with responsibility for developing service strategies, managing customer-facing teams, improving operational standards, and delivering memorable visitor experiences. The successful candidate will introduce a proactive, hospitality-driven service culture, strengthen customer feedback and complaint resolution processes, and establish measurable performance standards across all customer touchpoints. The role requires strong leadership experience in customer-facing environments, excellent stakeholder management skills, and the ability to coordinate internal departments and outsourced service providers.
- Country: United Arab Emirates
- City: Dubai
- Industry: Commercial Real Estate
- Function: Customer Support-Client Care
- Salary: Not disclosed
- Gender: No Preference
- Candidate Nationality: Not specified
- Job Type: Full Time
- Work Arrangement: On-site
- Lead the development and continuous improvement of the end-to-end customer journey at Dubai Festival City Mall.
- Develop and implement a customer experience strategy aligned with the mall 's brand positioning and business objectives.
- Promote a hospitality-first service culture focused on proactive and personalized customer engagement.
- Review the customer journey from pre-arrival through departure to identify opportunities for improvement.
- Identify service gaps and introduce initiatives that enhance customer satisfaction.
- Collaborate with Marketing, Operations, Security, and other departments to maintain consistent customer experience standards.
- Develop service initiatives that differentiate Dubai Festival City Mall and create memorable customer experiences.
- Ensure customer-facing activities support the mall 's overall service excellence objectives.
- Oversee Customer Service operations across information desks and public areas.
- Establish and maintain clear service standards, operating procedures, and performance expectations.
- Ensure Customer Service employees maintain comprehensive knowledge of mall facilities, tenants, promotions, services, and events.
- Monitor customer enquiries, complaints, and feedback to ensure timely and professional responses.
- Implement appropriate escalation procedures for complex or sensitive customer concerns.
- Review customer feedback regularly to identify recurring issues and improvement opportunities.
- Maintain premium presentation standards across Customer Service desks and related programs.
- Ensure consistent service delivery across all customer interaction points.
- Lead the development of a premium concierge service offering for Dubai Festival City Mall.
- Establish concierge service standards, standard operating procedures, and service level agreements.
- Ensure Concierge teams provide proactive and personalized assistance beyond basic information services.
- Benchmark concierge operations against leading hospitality and retail service environments.
- Develop service approaches that meet the needs of different visitor groups, including VIP customers and families.
- Train Concierge employees to deliver professional, attentive, and personalized customer experiences.
- Monitor concierge performance and identify opportunities to enhance service quality.
- Oversee Valet operations to ensure a premium customer experience during arrival and departure.
- Monitor customer greeting standards, vehicle handover times, communication, and employee professionalism.
- Coordinate valet capacity requirements during peak trading periods, holidays, and special events.
- Ensure third-party valet operators comply with Dubai Festival City Mall 's service standards.
- Identify opportunities to improve arrival and departure procedures.
- Support improvements in customer signage, queuing arrangements, and traffic-related service processes.
- Address operational issues that may affect the efficiency or quality of valet services.
- Maintain consistent service expectations across outsourced valet operations.
- Lead, motivate, and develop Customer Service, Concierge, and Valet teams.
- Establish a strong hospitality culture focused on proactive customer engagement.
- Define clear responsibilities, performance expectations, and service standards for customer-facing employees.
- Develop and deliver training programs covering hospitality, communication, customer care, and service recovery.
- Provide regular coaching and performance feedback to strengthen employee capabilities.
- Identify high-performing employees and support their professional development.
- Contribute to succession planning and future leadership development.
- Ensure employees maintain appropriate grooming, uniform, and professional conduct standards.
- Promote collaboration and accountability across customer-facing service functions.
- Take ownership of the mall 's customer feedback and complaint management framework.
- Ensure customer complaints are accurately recorded, investigated, and resolved within appropriate timeframes.
- Personally oversee escalated or sensitive customer cases when necessary.
- Analyze complaint trends to identify underlying service issues.
- Collaborate with relevant departments to develop and implement corrective action plans.
- Establish effective service recovery procedures and employee empowerment mechanisms.
- Use customer surveys and direct feedback to guide service improvements.
- Monitor the effectiveness of complaint resolution initiatives and customer recovery efforts.
- Develop and maintain a performance measurement framework for customer experience operations.
- Monitor Customer Satisfaction (CSAT) and Net Promoter Score (NPS) indicators.
- Track complaint resolution performance, service response times, and mystery shopping results.
- Use operational data and customer feedback to establish measurable improvement targets.
- Monitor team performance against established service expectations.
- Conduct internal service audits to evaluate compliance with operating standards.
- Develop corrective action plans based on audit findings and performance trends.
- Promote accountability and continuous improvement across Customer Service, Concierge, and Valet functions.
- Coordinate with Marketing, Operations, Security, and other departments to deliver a consistent customer experience.
- Manage relationships with outsourced customer-facing service providers.
- Monitor third-party service performance against agreed service level agreements.
- Address service delivery gaps and coordinate corrective actions with relevant stakeholders.
- Maintain effective communication between internal teams and external operators.
- Support consistent implementation of customer experience initiatives across the mall.
- Strong leadership and people management capabilities.
- Excellent communication and interpersonal skills.
- Customer experience strategy development and implementation.
- Customer journey mapping and service improvement.
- Hospitality-driven customer service management.
- Experience managing Customer Service, Concierge, or Valet operations.
- Strong complaint handling and service recovery capabilities.
- Ability to develop service standards and operating procedures.
- Experience monitoring customer satisfaction and service performance indicators.
- Knowledge of CSAT, NPS, and mystery shopping evaluation methods.
- Strong organizational and operational management skills.
- Ability to manage outsourced service providers and monitor SLA compliance.
- Effective stakeholder coordination and cross-functional collaboration.
- Strong problem-solving skills and attention to detail.
- Ability to coach, motivate, and develop customer-facing employees.
- Commitment to delivering premium and personalized customer experiences.
- Bachelor 's degree in Hospitality Management, Business Administration, Retail Management, or a related field.
- Extensive experience in hospitality, luxury retail, shopping malls, or destination management.
- Demonstrated leadership experience managing customer-facing teams and multiple service functions.
- Experience overseeing outsourced service providers and ensuring compliance with service level agreements.
- Practical experience in customer journey mapping, service standards development, and complaint management.
- Proven ability to maintain high customer service standards across different operational functions.
- Proficiency in English is required.
- Arabic or additional language skills are advantageous when engaging with diverse customer groups.
The Customer Experience Manager will play a central role in shaping the visitor experience at Dubai Festival City Mall. The position extends beyond traditional customer service management by integrating hospitality standards, personalized concierge assistance, professional valet operations, and proactive service recovery. Working with customer-facing teams and operational stakeholders, the manager will help ensure that visitors receive consistent service throughout their time at the mall. Performance will be measured through improvements in customer satisfaction, service consistency, operational efficiency, and employee engagement.
Al-Futtaim Real Estate is part of Al-Futtaim Group and has more than six decades of experience in real estate development and asset management. The business plans, develops, and manages properties and communities across the Middle East and North Africa, with a focus on long-term investment and sustainable growth. Its diversified, multi-billion-dollar portfolio includes residential, commercial, retail, and mixed-use developments, along with assets serving hospitality, healthcare, infrastructure, and education. Flagship developments include Dubai Festival City and Cairo Festival City. Al-Futtaim Real Estate also oversees Al-Futtaim Contracting, an integrated specialist division providing construction, engineering, technology, and facilities management solutions. Al-Futtaim Contracting has more than 50 years of experience and operates across the United Arab Emirates, Saudi Arabia, Qatar, and Egypt.
About Al-Futtaim Group Established in the 1930s and headquartered in Dubai, Al-Futtaim is a diversified privately held regional business operating across more than 20 countries. The Group employs more than 40,000 people and operates across automotive, financial services, real estate, retail, and healthcare. Its portfolio represents more than 200 internationally recognized brands, including Toyota, Lexus, IKEA, ACE, and Marks and Spencer. Al-Futtaim focuses on enriching lives and supporting communities through digital innovation, artificial intelligence, sustainable growth, and strategic partnerships. The Group aims to create long-term value for customers, employees, communities, and business partners while building a responsible legacy for future generations.
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