Senior Mall Guest Experience Manager

Al-Futtaim; Dubai; Vor Ort; AED 279.000 - 446.000; Vollzeit

Zusammenfassung

Al-Futtaim Real Estate in Dubai Festival City Mall is seeking a Customer Experience Manager to redefine the end-to-end guest journey. You will lead Customer Service, Concierge, and Valet teams, embedding a hospitality-driven mindset across all touchpoints to deliver outstanding hospitality and service excellence.

The role requires a strong leadership track record in luxury retail or destination management, English fluency, and the ability to map the customer journey, set standards, monitor KPIs

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.
• Demonstrated leadership experience managing customer-facing teams and multiple service functions.
• Experience managing outsourced service providers and ensuring compliance with SLAs.
• Proficiency in English required; Arabic or additional languages advantageous for diverse customer interactions.

Aufgaben

• Own and continuously enhance the end-to-end customer journey at Dubai Festival City Mall.
• Develop and implement the Mall's customer experience strategy, ensuring alignment with brand positioning and business objectives.
• Champion a hospitality-first service culture focused on proactive, personalised engagement.
• Regularly review and improve the entire customer journey from pre-arrival to departure.
• Identify service gaps and opportunities to improve customer satisfaction.
• Collaborate with Marketing, Operations, Security, and other teams to ensure customer experience consistency.
• Develop initiatives that differentiate DFCM through service and create memorable customer moments.
• Lead the Customer Service function across all information desks and public areas.
• Establish and maintain clear service standards and operating procedures.
• Ensure team members have comprehensive knowledge of Mall services, tenants, promotions, and events.
• Oversee customer enquiries, complaints, and feedback, ensuring timely and thoughtful response.
• Implement escalation procedures for complex or sensitive cases.
• Regularly review customer feedback to identify trends and implement corrective actions.
• Maintain premium presentation standards for Customer Service desks and programs.
• Lead the development of a premium concierge service offering for the Mall.
• Ensure Concierge services deliver proactive, personalised assistance beyond traditional information.
• Develop concierge service standards, SOPs, and SLAs.
• Benchmark concierge standards against leading hospitality and retail environments.
• Train Concierge teams to cater to diverse customer profiles, including VIPs and families.
• Oversee Valet operations to ensure a premium first and last impression.
• Monitor greeting standards, vehicle handover times, customer communication, and professionalism.
• Manage valet capacity during peak periods, holidays, and events.
• Ensure third-party operator alignment with DFCM's standards.
• Drive improvements to arrival and departure experiences, including signage and queuing.
• Lead, motivate, and develop the Customer Service, Concierge, and Valet teams.
• Build a strong hospitality culture promoting proactive customer engagement.
• Establish roles, responsibilities, and performance expectations among teams.
• Conduct training programs covering hospitality, communication, and service recovery.
• Identify high-performers for development opportunities and strengthen succession planning.
• Ensure consistent grooming, uniform standards, and professional behavior.
• Own customer feedback and complaint management framework.
• Ensure complaints are logged, investigated, and resolved promptly.
• Personally oversee escalated cases and analyze complaint trends.
• Work with departments to develop corrective action plans and empowerment recovery mechanisms.
• Use survey and direct feedback for continuous service improvement.
• Develop and monitor Customer Experience performance frameworks including CSAT and NPS.
• Track metrics like complaint resolution, service response times, and mystery shopping scores.
• Use performance data to set improvement targets and hold teams accountable.
• Conduct internal service audits and create action plans from findings.

Kenntnisse

Leadership

Communication

Customer service recovery

Operational excellence

Ausbildung

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

Jobbeschreibung

Al-Futtaim Real Estate in Dubai Festival City Mall is seeking a Customer Experience Manager to redefine the end-to-end guest journey. You will lead Customer Service, Concierge, and Valet teams, embedding a hospitality-driven mindset across all touchpoints to deliver outstanding hospitality and service excellence.

The role requires a strong leadership track record in luxury retail or destination management, English fluency, and the ability to map the customer journey, set standards, monitor KPIs