Manager - Customer Experience

Majid Al Futtaim; Dubai; On-site; AED 360,000 - 540,000; Full time

Benefits offered by this job

Friendly environment

Leadership development

Large team

Job summary

Majid Al Futtaim in Dubai seeks a Manager – CX to lead all CX analytics, drive customer insights, and translate findings into actions for markets and BU leadership. You will oversee data from feedback sources and deliver visual dashboards and monthly KPI reports.

The role requires a Bachelor's degree or higher in business/marketing/communications, 3–5 years in CX, and strong problem-solving with knowledge of CX metrics. Collaboration across functions to implement improvements is essential.

Qualifications

• Bachelor's degree or higher in business studies, marketing or a communications discipline.
• 3–5 years of experience in CX related roles.
• Knowledge of CX metrics and measurement methodologies.
• Excellent problem-solving skills with ability to identify root causes and recommend solutions.
• Understanding of operations research and statistics is a plus.

Responsibilities

• Develop deep analytical understanding for growth drivers across markets.
• Analyze CX data from feedback sources (NPS, social media, calls, product feedback).
• Prepare and deliver visualizations and presentations translating insights into actions for partners.
• Prepare monthly KPI reports and share with CX leadership and management.
• Collaborate with markets to develop improvement plans considering customer feedback and local challenges.
• Oversee end-to-end execution of customer research on innovations (Scan & Go, Cleveron, etc.).
• Review business cases on new rollouts across MAF Retail.
• Monitor and report on Business Unit NPS.

Skills

CX analytics

Analytical thinking

Problem-solving

Stakeholder communication

Cross-market collaboration

Education

Bachelor's degree or higher in business studies/marketing/communications

Job description

Job Title

Manager - Customer Experience | MAF Retail | Corporate Head Office

Role Summary

The Manager – CX responsible for all CX analytical requirements, managing execution of CX initiatives (customer research and market‑led improvements).

Role Profile

• Develop in‑depth analytical understanding for what drives growth for MAF Retail across markets.
• Analyze disparate customer feedback sources (i.e., NPS, social media, call/case volumes, product feedback) to present comprehensive views of CX.
• Prepare and deliver visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.
• Prepare monthly reports on key KPIs and status of CX initiatives and share with CX leadership and BU's and Majid Al Futtaim's management team.
• Liaise with markets to develop improvement plans across markets keeping in mind customer feedback, operational metrics and local challenges.
• Work with line manager to manage the executional requirements end to end for customer research on new innovations rolled out (for example – Scan & Go, Cleveron, etc.).
• Work with line manager to review business cases on new rollouts across MAF Retail.
• Monitor and report on Business Unit NPS.

Requirements

• Bachelor's degree or higher, preferably in business studies, marketing or a communications discipline.
• 3‑5 years of experience in CX related roles.
• Passionate about Customer Experience.
• Knowledge and understanding of customer experience metrics and measurement methodologies.
• Excellent problem‑solving skills with ability to dis‑aggregate issues, identify root causes and recommend solutions.
• Strong knowledge of fundamental business concepts; operations research and statistical techniques is a plus.

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.