Vice President Customer Care

Job Overview

Majid Al Futtaim is seeking an experienced Vice President Customer Care to lead and transform customer experience initiatives across its diverse portfolio in Dubai, United Arab Emirates. This executive role will be pivotal in defining and implementing strategic customer care programs to ensure exceptional service delivery and customer satisfaction across all business units.

Company Overview

Founded in 1992, Majid Al Futtaim is an Emirati-owned, diversified lifestyle conglomerate operating across the Middle East, Africa, and Asia. The Group started from one man’s vision to transform the face of shopping, entertainment, and leisure to ‘Create Great Moments For Everyone, Everyday’. It has since grown into one of the region’s most respected businesses, employing 43,000 people, with owned assets valued at US$18 billion and has the highest credit rating (BBB) among privately held corporates in the region. Majid Al Futtaim owns and operates 29 shopping malls, 7 hotels and four mixed-use communities, welcoming more than 600 million customers through its doors every year.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: 10 Year+

Key Responsibilities

• Develop and execute a comprehensive customer care strategy aligned with company goals.
• Oversee all customer service operations, ensuring high standards of service delivery.
• Drive initiatives to enhance customer satisfaction, loyalty, and retention across all touchpoints.
• Lead, mentor, and develop a high-performing customer care team.
• Implement advanced customer feedback mechanisms and utilize data analytics for continuous improvement.
• Collaborate with various business units to integrate customer-centric approaches into all operations.

Requirements

• Proven experience (10+ years) in a senior leadership role within customer care or customer experience.
• Bachelor’s degree in Business Administration, Marketing, or a related field; Master’s preferred.
• Exceptional strategic thinking and problem-solving abilities.
• Strong leadership, communication, and interpersonal skills.
• Demonstrated ability to manage large teams and complex customer service operations in a diversified conglomerate.
• Proficiency in leveraging customer relationship management (CRM) systems and data analytics tools.

Benefits

• Opportunity to shape customer experience strategy for a leading regional conglomerate.
• Competitive salary and comprehensive benefits package.
• Professional growth and development opportunities.
• Dynamic and collaborative work environment.
• Access to a wide range of company perks across various lifestyle brands.
• Work with a diverse and talented team in a growth-oriented company.