Head of Customer Experience & Concierge

AlFuttaim

Dubai

Vor Ort

AED 180.000 - 320.000

Vollzeit

Vor 5 Tagen

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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

Leadership

Stakeholder management

Customer service management

Customer journey mapping

Service recovery/complaint management

Cross-functional collaboration

Ausbildung

Bachelor's degree in Hospitality Management, Business Administration, Retail Management, or related field

Jobbeschreibung