Customer Experience Manager I Real Estate I Asset Management

What You Will Do: Customer Experience Strategy & Ownership • Own and continuously enhance the end-to-end customer journey at Dubai Festival City Mall. • Develop and implement the Mall's customer experience strategy, ensuring alignment with brand positioning and business objectives. • Champion a hospitality-first service culture focused on proactive, personalised engagement. • Regularly review and improve the entire customer journey from pre-arrival to departure. • Identify service gaps and opportunities to improve customer satisfaction. • Collaborate with Marketing, Operations, Security, and other teams to ensure customer experience consistency. • Develop initiatives that differentiate DFCM through service and create memorable customer moments. Customer Service Operations • Lead the Customer Service function across all information desks and public areas. • Establish and maintain clear service standards and operating procedures. • Ensure team members have comprehensive knowledge of Mall services, tenants, promotions, and events. • Oversee customer enquiries, complaints, and feedback, ensuring timely and thoughtful response. • Implement escalation procedures for complex or sensitive cases. • Regularly review customer feedback to identify trends and implement corrective actions. • Maintain premium presentation standards for Customer Service desks and programs. Concierge Services • Lead the development of a premium concierge service offering for the Mall. • Ensure Concierge services deliver proactive, personalised assistance beyond traditional information. • Develop concierge service standards, SOPs, and SLAs. • Benchmark concierge standards against leading hospitality and retail environments. • Train Concierge teams to cater to diverse customer profiles, including VIPs and families. Valet & Arrival Experience • Oversee Valet operations to ensure a premium first and last impression. • Monitor greeting standards, vehicle handover times, customer communication, and professionalism. • Manage valet capacity during peak periods, holidays, and events. • Ensure third-party operator alignment with DFCM's standards. • Drive improvements to arrival and departure experiences, including signage and queuing. Team Leadership & Service Culture • Lead, motivate, and develop the Customer Service, Concierge, and Valet teams. • Build a strong hospitality culture promoting proactive customer engagement. • Establish roles, responsibilities, and performance expectations among teams. • Conduct training programs covering hospitality, communication, and service recovery. • Identify high-performers for development opportunities and strengthen succession planning. • Ensure consistent grooming, uniform standards, and professional behavior. Customer Feedback, Complaints & Service Recovery • Own customer feedback and complaint management framework. • Ensure complaints are logged, investigated, and resolved promptly. • Personally oversee escalated cases and analyze complaint trends. • Work with departments to develop corrective action plans and empowerment recovery mechanisms. • Use survey and direct feedback for continuous service improvement. Performance Management & KPIs • Develop and monitor Customer Experience performance frameworks including CSAT and NPS. • Track metrics like complaint resolution, service response times, and mystery shopping scores. • Use performance data to set improvement targets and hold teams accountable. • Conduct internal service audits and create action plans from findings. Required Skills To Be Successful: • Strong leadership and people-management skills. • Exceptional communication and interpersonal abilities. • Proficient in handling customer complaints and service recovery. • Strong operational and organizational skills with attention to detail. What Qualifies You For The Role: • Bachelor's degree in Hospitality Management, Business Administration, Retail Management, or related field. • Extensive experience in hospitality, luxury retail, shopping malls, or destination management. • Demonstrated leadership experience managing customer-facing teams and multiple service functions. • Experience managing outsourced service providers and ensuring compliance with SLAs. • Skilled in customer journey mapping, service standards, and complaints management. • Proficiency in English required; Arabic or additional languages advantageous for diverse customer interactions.