Job Details
Company: Al-Futtaim Real Estate
Job Title: Customer Experience Manager
Location: Dubai, United Arab Emirates
Workplace: Dubai Festival City Mall
Industry: Real Estate, Retail, Hospitality & Asset Management
Job Function: Customer Experience & Operations
Qualification: Bachelor’s Degree
Languages: English required; Arabic and additional languages are an advantage
About the Role
The Customer Experience Manager will be responsible for developing and improving the overall customer journey at Dubai Festival City Mall. The role focuses on delivering exceptional hospitality, improving service standards, and ensuring a consistent, high-quality experience across all customer touchpoints.
The successful candidate will oversee Customer Service, Concierge, and Valet operations, ensuring that every interaction reflects the mall’s commitment to service excellence. This includes improving customer satisfaction, strengthening employee engagement, managing customer feedback, and introducing initiatives that make the mall experience more convenient and memorable.
Key Responsibilities
1. Customer Experience Strategy and Management
Lead and continuously improve the complete customer journey at Dubai Festival City Mall.
Develop and implement customer experience strategies aligned with the mall’s brand positioning and business objectives.
Promote a hospitality-focused service culture built around proactive and personalised customer engagement.
Review the customer journey from arrival to departure and identify opportunities for improvement.
Identify service gaps and introduce initiatives to enhance customer satisfaction.
Coordinate with Marketing, Operations, Security, and other departments to maintain consistent service standards.
Develop initiatives that create memorable customer experiences and distinguish the mall from competitors.
2. Customer Service Operations
Manage Customer Service operations across information desks and public areas.
Establish service standards, operating procedures, and performance expectations.
Ensure employees have up-to-date knowledge of mall facilities, services, tenants, promotions, and events.
Oversee customer enquiries, complaints, and feedback to ensure timely and professional responses.
Establish escalation procedures for complex and sensitive customer cases.
Analyse customer feedback and implement corrective actions.
Maintain high presentation and service standards across customer service desks and facilities.
3. Concierge Services Management
Develop and manage premium concierge services for mall visitors.
Ensure concierge teams provide personalised assistance and proactive customer support.
Establish concierge service standards, procedures, and service-level agreements (SLAs).
Benchmark services against leading hospitality brands and premium retail destinations.
Train employees to support different customer groups, including VIP guests and families.
4. Valet and Customer Arrival Experience
Oversee valet operations to ensure a smooth and professional arrival and departure experience.
Monitor customer greetings, vehicle handover times, communication, and service quality.
Manage valet capacity during peak hours, holidays, and special events.
Coordinate with outsourced valet operators to maintain the mall’s service standards.
Improve arrival and departure processes through better signage, queue management, and customer communication.
5. Team Leadership and Development
Lead, motivate, and develop Customer Service, Concierge, and Valet teams.
Build a customer-focused workplace culture that encourages proactive hospitality.
Define team responsibilities, performance expectations, and service standards.
Conduct training in hospitality, communication, complaint handling, and service recovery.
Identify high-performing employees and support their career development.
Maintain professional grooming, uniform, and workplace conduct standards.
Strengthen succession planning and employee engagement.
6. Customer Feedback and Complaint Management
Manage the customer feedback and complaint-handling framework.
Ensure complaints are recorded, investigated, and resolved within appropriate timelines.
Personally manage escalated customer complaints and sensitive cases.
Analyse complaint trends and coordinate corrective action plans with relevant departments.
Introduce effective service recovery measures to restore customer confidence.
Use customer surveys and direct feedback to identify areas for continuous improvement.
7. Performance Management and KPIs
Develop and monitor customer experience performance indicators.
Track Customer Satisfaction (CSAT), Net Promoter Score (NPS), complaint resolution, and service response times.
Monitor mystery shopping results and overall service quality.
Set performance targets and ensure teams are accountable for delivering results.
Conduct service audits and implement improvement plans based on findings.
Use customer experience data to support operational decisions and service enhancements.
Required Skills and Competencies
Candidates applying for Customer Experience Manager Jobs in Dubai should demonstrate:
Strong leadership and people-management capabilities.
Excellent communication and interpersonal skills.
Experience handling customer complaints and service recovery.
Strong operational management and organisational skills.
Attention to detail and the ability to maintain premium service standards.
Ability to manage multiple customer-facing functions.
Knowledge of customer journey mapping and service improvement.
Experience working with outsourced service providers and monitoring SLAs.
Education and Experience Requirements
Bachelor’s degree in Hospitality Management, Business Administration, Retail Management, or a related discipline.
Extensive professional experience in hospitality, luxury retail, shopping malls, or destination management.
Proven leadership experience managing customer-facing teams and multiple service functions.
Experience managing outsourced service providers and ensuring compliance with service-level agreements.
Knowledge of customer journey mapping, service standards, and complaint management.
Excellent English communication skills.
Arabic or additional language skills will be an advantage when dealing with diverse customer groups.
About Al-Futtaim Real Estate
Al-Futtaim Real Estate is part of the Al-Futtaim Group and has more than six decades of experience in real estate development and asset management. The company develops, invests in, and manages properties across the MENA region, contributing to communities through long-term investment and sustainable growth.