Customer Centricity Manager
Dubai, AE
منذ 1 يوم

Job Requisition ID : 43260

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives.

Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get?

The chance to push the limits every single day.

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees.

You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas.

Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

Come join us to live well, work better, and be the best.


To create an eco-system of a customer centric attitude across all functions of the business and expand the definition of service.

KEY ROLE SPECIFIC ACCOUNTABILITIES : Specify the output required from the role. It is recommended to identify not more than 6-8 key tasks and their performance indicators.

NB Focus on outcomes not tasks.

Description of the Tasks


  • The Job holder (JH) must make Al-Futtaim retail brands a best in class customer experience retailer in both the physical and digital landscape.
  • The JH creates an eco-system of a customer centric attitude across all functions of the business and expands the definition of service.
  • The JH drives sales growth and sustains long-term profitability by converting brand loyalist to establishing brand advocates.
  • The JH driving passion creates an enjoyable and successful shopping experience, motivating our customers to return more frequently, and buy more over time.
  • JH learns from customers experiences and uses these insights to ensure we continually improve our meeting with the customer by creating a clear business case everyone buys in.
  • Commercial :

  • JH leads and manages the team indirectly and works with the store customer experience managers to optimize the relationship with our customers in order to drive sales growth and sustained, long-term profitability
  • JH ensures the customers perspective is clearly understood and drives our decisions when changes are implemented in stores / online.
  • JH sets and follows up on challenging goals and Key Performance Indicators (KPIs) with the indirect team based on the brand objectives and goals.
  • JH influences the commercial agenda to have the customer in focus at all times, to create repeat visits.

  • JH provides feedback to the sales team on all elements that effect sales from the customer experience department
  • JH ensures all customer relations initiatives grow our business and support the sustaining of long-term profitability, always considering the impact on customer satisfaction.
  • People :

  • JH provides an inspiring and motivating direction to teams and engage them fully in the tasks of becoming leaders in customer centricity and generating sales growth.
  • JH creates an environment where the Al-Futtaim values are strong and the diversity of our customers and co-workers is valued.
  • JH is committed to the development of teams and matrix partners.
  • JH empowers teams by delegating responsibility to them to help them grow and develop, according to their individual ability and experience.
  • JH creates an environment of trust by encouraging open, constructive, honest, two-way feedback with the team, customer relations managers and other colleagues
  • JH recruits the team through Al-Futtaim values by identifying what skills are needed now and, in the future, to achieve the objectives of their role.
  • JH also identifies the motivations and capabilities that will complement the existing team.

  • JH develops Individual Personal Development Plans to reflect their business and personal development needs. & supports them in achieving these goals.

    Education : Graduate / Masters in any discipline

    Minimum Experience and Knowledge : 3 to 5 years in a similar role

    Job-Specific / Technical Skills required to complete the tasks : Customer Service, Strategic Planning and Analytical Skills, Effective Communication, MS office competence Interpersonal Skills, Business Acumen, Problem Solving, Confident, Leadership Skills.

    We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

    Before you click apply : Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility.

    Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities.

    We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

    As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process.

    We make every effort to review and respond to every application.

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