Associate Manager - Customer Care Operations Dubai
Posted date [2025-07-02]
(ID: 35877)
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In our quest to create ‘great moments for everyone, everyday’, Majid Al Futtaim has enabled happiness in the lives of people from around the world. Find out more about who we are. |
Job Description and Requirements
Associate Manager - Customer Care Operations DubaiPosition Overview
Majid Al Futtaim Retail is seeking an experienced Associate Manager - Customer Care to lead our customer experience initiatives from the UAE head office. This role supports Carrefour’s multi-channel service delivery by optimizing representative performance, handling escalated cases, and ensuring customer satisfaction across all touchpoints, both online and offline.
Employment Overview
Job Location: Dubai, United Arab Emirates
Industry: Retail
Function: Customer Service
Salary: 18000-23000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full-time
Key Responsibilities
* Oversee daily operations of customer care teams, ensuring service level targets are met cost-effectively
* Lead team briefings, performance tracking, and support capacity planning for scalable service delivery
* Resolve escalated customer queries efficiently and ensure brand loyalty through exceptional service
* Drive sales conversion and product upsell during customer interactions using strong product knowledge
*
Monitor communication channels (voice, email, chat, social) to ensure timely, consistent responses
* Collaborate cross-functionally to address fulfillment, returns, and experience-related pain points
* Implement training programs, coaching sessions, and development plans to boost agent performance
* Analyze CRM and contact center metrics, prepare weekly insight reports on service trends and customer behavior
Candidate Requirements
* Bachelor’s degree in Business Administration, Communications, or a related field
* Experience in customer care operations or contact center management, preferably in retail or FMCG
* Strong command of Arabic and English with exceptional written and spoken communication skills
* Proficient in CRM systems, e-commerce platforms, and digital support tools
* Track record of managing high-volume support environments with a focus on service excellence
* Strategic thinker with leadership capabilities, problem-solving aptitude, and data-driven decision-making
Why Join Us
* Be part of a purpose-driven retail organization recognized for innovation and exceptional customer focus
* Work in a vibrant team culture that fosters personal development, collaboration, and creativity
* Gain exposure to regional operations and contribute to Carrefour’s growth as a market leader
* Enjoy a positive, inclusive workplace that supports your growth and celebrates success
About the Company
Majid Al Futtaim is a leading diversified lifestyle and retail conglomerate across the Middle East, Africa, and Asia. Through our Carrefour brand, we deliver outstanding customer experiences while upholding a strong commitment to innovation, sustainability, and excellence. With over 45,000 employees and a presence in 18 countries, we continue to create great moments for everyone, every day.
* Collaborate cross-functionally to address fulfillment, returns, and experience-related pain points
* Implement training programs, coaching sessions, and development plans to boost agent performance
* Analyze CRM and contact center metrics, prepare weekly insight reports on service trends and customer behavior
Candidate Requirements
* Bachelor’s degree in Business Administration, Communications, or a related field
* Experience in customer care operations or contact center management, preferably in retail or FMCG
* Strong command of Arabic and English with exceptional written and spoken communication skills
* Proficient in CRM systems, e-commerce platforms, and digital support tools
* Track record of managing high-volume support environments with a focus on service excellence
* Strategic thinker with leadership capabilities, problem-solving aptitude, and data-driven decision-making
Why Join Us
* Be part of a purpose-driven retail organization recognized for innovation and exceptional customer focus
* Work in a vibrant team culture that fosters personal development, collaboration, and creativity
* Gain exposure to regional operations and contribute to Carrefour’s growth as a market leader
* Enjoy a positive, inclusive workplace that supports your growth and celebrates success
About the Company
Majid Al Futtaim is a leading diversified lifestyle and retail conglomerate across the Middle East, Africa, and Asia. Through our Carrefour brand, we deliver outstanding customer experiences while upholding a strong commitment to innovation, sustainability, and excellence. With over 45,000 employees and a presence in 18 countries, we continue to create great moments for everyone, every day.
