Customer Experience Operations Manager Majid Al Futtaim

The Customer Experience Operations Senior Manager at Majid Al Futtaim will be responsible for leading the continuous improvement function ensuring a customer centric focus is well maintained across countries and functions within the organization, will also ensure exceptional service standards are achieved and well maintained, develop, and implement cross functional policies for the resolution of customer inquiries. Lead and control the continues improvement unit to maximize opportunities and drive profitable growth of various customer segments. Influence the design of new products, procedures, solutions, and systems through working closely with the various functions.

Duties of Customer Experience Operations Manager

• Develops sustainable strategies that support investment, provider and employer of choice.
• Ensure high level of technical expertise and services in the fields of Customer Care and continuous improvement.
• Ensure that the department is strictly following the Continuous Improvement methodology ( GEMBA, PDCA, LEAN ,ETC…).
• Formulate and communicate Customer Care policies, performance measures and voice of the customer to the Country Manager.
• Support the development of the Customer Experience Strategy of the Carrefour by primary market research, internal consulting, business analysis, and projects in all Customer Care functions.
• Create flow mapping for the existing customer journeys and support in the future one.
• Prioritize enhancements following the 80/20 rules.
• Ensure all strategies are aligned with the four pillars (motivate people, customer at heart, loyal customers and cost-efficient department).
• Develop, install and embed the continuous improvement culture within the department.
• Train and mentor the team members on contributing towards this vision.

Eligibility Requirements

The eligibility requirements for role a Customer Experience Operations Senior Manager are as under:

• Bachelor in business management.
• 7-10 years in managing Customer Care, VOC.
• Certified six sigma & Project Management.

Skills Desired

• English & Arabic Languages (Full professional proficiency Required).
• Deep knowledge and understanding of Customer experience tools ( NPS, VOC, CSAT, CES, etc…).
• Expert in Customer data analysis and insights.

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Tagged as: Operation Manager