Customer Service Manager - Mall Experience

AlFuttaim

  • Dubai
  • DH 18,000-25,000 per month
  • Permanent
  • Full-time
  • 3 days ago
Customer Service Manager - Mall ExperienceJob Snapshot
  • Role: Customer Service Manager - Mall Experience
  • Location: Dubai, UAE
  • Industry: Retail
  • Function: Customer Support-Client Care
  • Experience: 7-10 years
  • Job Type: Full-time
Position Overview
Customer Service Manager - Mall Experience role in Dubai, UAE within the Retail industry is a strategic leadership opportunity focused on delivering hospitality-level customer experience in a premium shopping destination. This hiring role is designed for professionals who can transform guest services into a world-class, data-driven, and personalized journey that enhances customer satisfaction and loyalty.Job Details
Country: UAE
City: Dubai
Industry: Retail
Function: Customer Support-Client Care
Salary: 18000-25000
ONLY if salary is NOT provided: Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-timeRole Context
This position leads the end to end customer experience strategy within a high-traffic mall environment, ensuring every guest interaction reflects premium hospitality standards. The role drives operational excellence, tenant collaboration, and service innovation to position the destination as a lifestyle and leisure hub rather than a traditional retail space.Key Responsibilities
  • Develop and implement hospitality-driven service standards across all guest-facing functions
  • Lead service training programs across security, facilities, housekeeping, concierge, and operations teams
  • Redesign and optimize the full customer journey from arrival to exit across key touchpoints
  • Enhance parking flow, valet services, wayfinding systems, and guest entry experiences
  • Introduce premium concierge services including VIP assistance, reservations, and personalized guest support
  • Maintain strong floor presence during peak periods and major events to ensure service excellence
  • Establish and monitor SOPs for guest services, valet, concierge, and customer relations functions
  • Conduct service audits, inspections, and coaching sessions to maintain quality standards
  • Engage tenants through workshops and service alignment initiatives to ensure consistent guest experience
  • Implement mystery shopper programs and performance scorecards to evaluate service levels
  • Analyze customer data, feedback trends, and behavioral insights to improve service delivery
  • Manage budgets, valet revenue targets, and operational planning for efficient service delivery
Ideal Profile
  • Bachelor's degree in Hospitality Management, Business Administration, or related field
  • 7 to 10 years of experience in hospitality, luxury retail, or mall management environments
  • Minimum 3 to 5 years in a leadership role managing guest experience or service operations
  • Strong ability to lead cross-functional teams and drive service transformation initiatives
  • Experience in customer journey mapping and service design strategies
  • High attention to detail with strong problem-solving and decision-making skills
Skills Set
  • Hospitality operations and guest experience management
  • Customer experience strategy and service design
  • Budgeting and financial planning
  • Data analysis and performance reporting
  • Team leadership and cross-functional coordination
  • SOP development and quality assurance
Why Join Us
  • Opportunity to lead customer experience transformation in a flagship retail destination
  • Work within a dynamic environment focused on innovation and premium service delivery
  • Exposure to large-scale operations with strong leadership visibility
  • Career growth within a diversified and established organization
  • Collaborative culture focused on excellence and continuous improvement
About the Company
Al Futtaim Group is a leading diversified business headquartered in Dubai, operating across retail, automotive, real estate, financial services, and healthcare sectors. With a strong commitment to innovation and customer experience, the group continues to shape lifestyle destinations and deliver world-class services across the region.Job Title Customer Service Manager - Mall Experience
Job Description Customer Service Manager - Mall ExperienceJob Snapshot
  • Role: Customer Service Manager - Mall Experience
  • Location: Dubai, UAE
  • Industry: Retail
  • Function: Customer Support-Client Care
  • Experience: 7-10 years
  • Job Type: Full-time
Position Overview
Customer Service Manager - Mall Experience role in Dubai, UAE within the Retail industry is a strategic leadership opportunity focused on delivering hospitality-level customer experience in a premium shopping destination. This hiring role is designed for professionals who can transform guest services into a world-class, data-driven, and personalized journey that enhances customer satisfaction and loyalty.Job Details
Country: UAE
City: Dubai
Industry: Retail
Function: Customer Support-Client Care
Salary: 18000-25000
ONLY if salary is NOT provided: Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-timeRole Context
This position leads the end to end customer experience strategy within a high-traffic mall environment, ensuring every guest interaction reflects premium hospitality standards. The role drives operational excellence, tenant collaboration, and service innovation to position the destination as a lifestyle and leisure hub rather than a traditional retail space.Key Responsibilities
  • Develop and implement hospitality-driven service standards across all guest-facing functions
  • Lead service training programs across security, facilities, housekeeping, concierge, and operations teams
  • Redesign and optimize the full customer journey from arrival to exit across key touchpoints
  • Enhance parking flow, valet services, wayfinding systems, and guest entry experiences
  • Introduce premium concierge services including VIP assistance, reservations, and personalized guest support
  • Maintain strong floor presence during peak periods and major events to ensure service excellence
  • Establish and monitor SOPs for guest services, valet, concierge, and customer relations functions
  • Conduct service audits, inspections, and coaching sessions to maintain quality standards
  • Engage tenants through workshops and service alignment initiatives to ensure consistent guest experience
  • Implement mystery shopper programs and performance scorecards to evaluate service levels
  • Analyze customer data, feedback trends, and behavioral insights to improve service delivery
  • Manage budgets, valet revenue targets, and operational planning for efficient service delivery
Ideal Profile
  • Bachelor's degree in Hospitality Management, Business Administration, or related field
  • 7 to 10 years of experience in hospitality, luxury retail, or mall management environments
  • Minimum 3 to 5 years in a leadership role managing guest experience or service operations
  • Strong ability to lead cross-functional teams and drive service transformation initiatives
  • Experience in customer journey mapping and service design strategies
  • High attention to detail with strong problem-solving and decision-making skills
Skills Set
  • Hospitality operations and guest experience management
  • Customer experience strategy and service design
  • Budgeting and financial planning
  • Data analysis and performance reporting
  • Team leadership and cross-functional coordination
  • SOP development and quality assurance
Why Join Us
  • Opportunity to lead customer experience transformation in a flagship retail destination
  • Work within a dynamic environment focused on innovation and premium service delivery
  • Exposure to large-scale operations with strong leadership visibility
  • Career growth within a diversified and established organization
  • Collaborative culture focused on excellence and continuous improvement
About the Company
Al Futtaim Group is a leading diversified business headquartered in Dubai, operating across retail, automotive, real estate, financial services, and healthcare sectors. With a strong commitment to innovation and customer experience, the group continues to shape lifestyle destinations and deliver world-class services across the region.
Post DetailsJob Start Date
Salary from 18000.00
Salary to 25000.00
Number of Vacancies 1
Location -Location City DubaiDesired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location

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