Customer Service Manager Job in Dubai, United Arab Emirates

Role Overview

The Customer Service Manager at Dubai Festival City Mall is responsible for elevating the overall customer experience into a world-class, hospitality-driven model. This role leads the development of a service-first culture across all guest-facing functions, ensuring every interaction reflects premium standards. The position focuses on transforming the mall into a lifestyle destination through guest journey enhancement, concierge innovation, service governance, tenant collaboration, and data-driven improvements. Success requires strong on-floor leadership, proactive issue resolution, and consistent growth in guest satisfaction and loyalty.

Key Responsibilities

Service Culture & Hospitality Excellence

• Design and implement premium, hospitality-level service standards.
• Lead cross-functional training across Security, Facilities Management, Housekeeping, Concierge, and Front/Back of House teams.
• Establish service recovery protocols aligned with global hospitality best practices.
• Conduct regular audits and coaching sessions to maintain service quality.

Guest Journey Enhancement

• Map and optimize the end-to-end guest journey from arrival to departure.
• Improve key touchpoints including parking, valet, wayfinding, concierge, and family services.
• Enhance first impressions through better parking flow and arrival experiences.
• Streamline accessibility services, stroller programs, and queue management.

Concierge & Personalised Services

• Develop premium concierge offerings such as priority bookings, reservations, VIP assistance, and meet-and-greet services.
• Introduce VIP lounge concepts and exclusive guest experiences.
• Leverage loyalty programs like Blue Rewards for personalized engagement.
• Partner with Marketing to deliver curated experiences and event access.

On-Ground Experience Leadership

• Act as Duty Experience Manager during peak hours and high-traffic periods.
• Maintain strong on-floor presence during weekends, events, and campaigns.
• Proactively engage with guests and tenants to resolve issues early.
• Lead operational coordination during busy periods.

Service Standards & Compliance

• Develop and maintain SOPs for valet, concierge, guest relations, transport, and VIP services.
• Standardise ambiance elements including cleanliness, scenting, lighting, and music.
• Ensure all support functions meet premium service expectations.
• Conduct regular inspections to ensure compliance and quality.

Tenant Engagement & Alignment

• Facilitate service workshops and briefings with tenants.
• Implement service scorecards and performance tracking.
• Launch mystery shopper programs across retail and F&B outlets.
• Share insights and drive continuous improvement initiatives with tenants.

Data-Driven Experience Management

• Analyse customer data including footfall, dwell time, heatmaps, and loyalty insights.
• Monitor feedback and complaint trends to implement improvements.
• Develop monthly dashboards to track experience metrics.
• Present actionable insights to senior leadership.

Financial & Operational Oversight

• Manage valet revenue performance and financial targets.
• Oversee budgets and ensure cost-effective operations.
• Optimise staffing and resource allocation.
• Ensure timely processing of financial documentation (LPOs, invoices, quotations).

Required Skills

• Hospitality Operations
• Service Design & Customer Journey Mapping
• Customer Experience Strategy
• Budgeting & Financial Management

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Professional certification in Customer Experience or Hospitality (preferred).
• 7–10 years of experience in hospitality, luxury retail, or premium mall environments.
• 3–5 years of leadership experience, ideally in hotel operations or high-end guest services.