Assistant Manager - Tenant Experience (UAEN Talent Pool)

Dubai World Trade Centre; United Arab Emirates; On-site; AED 40,000 - 80,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen dynamischen Fachmann für Kundenservice und Qualitätssicherung. In dieser Rolle sind Sie verantwortlich für die Überwachung des Kundenfeedbacks, die Gewährleistung einer hervorragenden Besucherfahrung und die Implementierung von Lösungen zur kontinuierlichen Verbesserung. Sie werden auch in der Teamführung und Projektmanagement tätig sein, um sicherzustellen, dass alle Aspekte des Besucherflusses und der Veranstaltungsorganisation reibungslos ablaufen. Wenn Sie eine Leidenschaft für exzellenten Kundenservice haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens 3 Jahre relevante Erfahrung in ähnlichen Umgebungen.
• Bevorzugt mit Erfahrung in großen Einkaufszentren oder stark frequentierten Veranstaltungsorten.

Responsibilities

• Überwachung und Analyse des Kundenfeedbacks zur Verbesserung der Besucherzufriedenheit.
• Mentoring und Entwicklung von Kundenservicemitarbeitern.

Skills

MS Office Anwendungen

Kundenfeedback-Management

Projektmanagement

Teamführung

Detailorientierung

Education

Bachelor-Abschluss oder gleichwertig

Job description

Core Duties & Responsibilities

Quality Control

• Undertake and record formal and informal customer feedback, summarizing assessment of improvement areas and business opportunities.
• Ensure valuable client feedback is collected, reported, analyzed, and all issues are closed within an agreed timeframe.
• Assist in monitoring relevant policies and procedures within each key area/touchpoint.
• Actively monitor regular Visitor Satisfaction Feedback and implement action plans to ensure continuous benchmarking.
• Establish and monitor relevant policies and procedures within each key area/touchpoint.

Visitor Experience and Services

• Assist in actively monitoring identified key touchpoints within the Visitor Journey in the venue.
• Maintain the standard look and feel of all identified areas under Front of House, during both event and non-event days.
• Ensure venue readiness prior to all events.
• Monitor smooth entry and exit for visitors, including crowd flow and queuing systems.
• Ensure signage and wayfinding guidelines are strictly followed, including venue and event signage.
• Implement comprehensive solutions for signage and wayfinding across the venue.
• Coordinate ongoing venue snagging schedules with Venue Infrastructure.
• Update venue amenities and offerings based on customer feedback in collaboration with relevant stakeholders.
• Continuously monitor customer feedback and benchmark against competitors.

Surveys

• Manage customer feedback monitoring and benchmarking effectively against competitors.

Financial

• Assist the Manager in managing operational expenses.
• Assist in managing capital expenses related to venue and projects, aligned with Division Head directives.

People Management

• Mentor and develop Customer Care Representatives, fostering an environment of encouragement and empowerment.
• Maintain an organized workflow based on priorities.
• Ensure appropriate skill sets are assigned to suitable roles.
• Monitor daily roster, leave, and team coverage.
• Develop training and development plans for team members.
• Set and review individual objectives, collecting performance data for reviews.

Project Management

• Implement projects within scope, time, and budget constraints.
• Manage risks and issues effectively.
• Lead project teams and manage stakeholder communication.

Operating Environment

• This is an office-based role requiring extended computer work and occasional on-floor leadership, team management, and customer engagement.

Formal Education

• Bachelor's Degree or equivalent.

Work Experience

• Minimum of 3 years relevant experience in similar environments.
• Preferably with supervisory experience in large shopping malls, airports, or venues handling high traffic volumes.

Skills & Knowledge

• Advanced proficiency in MS Office applications.
• Well-organized, detail-oriented, energetic, capable of working independently and as part of a team.
• Proficient in Business English, both verbal and written.