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Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the Role:

You will play a vital role in overseeing the performance of customer care channels, ensuring seamless operations and an exceptional customer experience across multiple brands. This role requires strong coordination with various teams to drive improvements and support innovative projects.

What You Will Do:

• Channel Performance Oversight
  Monitor daily operations across Voice, Email channels, ensuring SLAs and KPIs are met for all supported brands and markets.
  
  
• Customer Journey Management
  Identify pain points and recommend improvements across the customer lifecycle based on data and feedback that can be found on C4C
• Voice of Customer (VOC) Reporting & support
  Regularly analyze Medallia VOC insights to identify trends, escalate red flags, and recommend corrective actions on Customer Care. Support in coordination of VOC system.
• Cross-functional Coordination
  Collaborate with IT, CRM, Brand, and Contact Centre teams to support campaigns, product launches, and system rollouts.
• Escalation Handling
  Act as a point of contact for critical customer issues requiring multi-team involvement, ensuring timely and satisfactory resolutions.
• Process & SOP Development
  Support the creation and continuous improvement of SOPs, escalation matrices, and training documentation for frontline teams.
• Performance Reporting
  Prepare weekly, monthly, and quarterly reports with actionable insights for Retail brands.
• Project Support & Innovation Contribute to automation, AI, and cost-efficiency projects such as VoiceBot implementation, self-service enhancements, and CRM campaign support.
• Vendor Management Support
  Coordinate with Contact Centre partners to align on performance targets, share updates, and monitor operational health.

\What You Will Need

• Experience in customer care or contact centre operations with a focus on multi-channel performance management.
• Strong analytical skills with the ability to leverage customer feedback and operational data to drive improvements.
• Excellent communication and stakeholder management skills to work effectively across teams and with external vendors.
• Familiarity with VOC tools like Medallia, CRM systems, and process documentation is preferred.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.