Head of Guest Experience — Mall

Robinson & Co (Singapore) Pte Ltd; Dubai; On-site; AED 446,000 - 725,000; Full time

Job summary

Al-Futtaim is seeking an accomplished Customer Experience Manager at Dubai Festival City Mall to redefine the end-to-end guest journey and lead Customer Service, Concierge and Valet, delivering hospitality-led service across all touchpoints.

You will collaborate with Marketing, Operations and Security to close service gaps, oversee training, set standards, track CSAT and NPS, and foster staff engagement in a premium, luxury retail environment. Fluency in English is essential; Arabic is a plus.

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• Experience leading customer-facing teams in luxury retail or hospitality.
• Ability to design and implement service standards.
• Strong communication and interpersonal skills.

Responsibilities

• Lead Customer Service, Concierge and Valet teams.
• Develop and own the mall's customer experience strategy.
• Monitor CSAT/NPS and act on feedback.
• Train staff and ensure high hospitality standards.
• Collaborate with cross-functional teams to ensure consistency.

Skills

Leadership

Customer service

Hospitality

Staff development

Communication

Collaboration

Education

Bachelor's degree in Hospitality Management

Job description

Al-Futtaim is seeking an accomplished Customer Experience Manager at Dubai Festival City Mall to redefine the end-to-end guest journey and lead Customer Service, Concierge and Valet, delivering hospitality-led service across all touchpoints.

You will collaborate with Marketing, Operations and Security to close service gaps, oversee training, set standards, track CSAT and NPS, and foster staff engagement in a premium, luxury retail environment. Fluency in English is essential; Arabic is a plus.