Customer Service Manager - Mall Experience
Posted date [2026-04-13]
(ID: 43855)
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Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional family business houses headquartered in Dubai, United Arab Emirates. |
Job Description and Requirements
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-time
Role 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.
