Customer Experience Manager

Develop the customer experience strategy for online and offline, aligning with the Corporate customer experience agenda and Senior Director of Marketing & Communication
• Driving the customer experience strategy in day-to-day MAF Lifestyle business operations.
• Delivering ownable experiences that we will be known for (Big Bets) and grow revenues through CX initiatives.
• Develop and implement the brand customer experience journeys in co-ordination with Operations, Omni channel and Marketing.
• Accountable for the roll out of NPS / Mystery Shopping across all MAF Lifestyle touchpoints.
• Responsible for designing MAF Lifestyle customer journeys and engagement principles and standards, ensuring the implementation of the same.
• Own customer analytics management, gathering, identifying and analyzing customer trends and outliers providing in-depth reports to support business decisions to drive customer engagement.
• Drive NPS platform configuration in collaboration with selected vendors, to ensure Majid Al Futtaim Lifestyle design choices are reflected on the platform.
• Work with the Call Center and the Omnichannel team to ensure the implementation of an effortless customer experience journey across all touchpoints.
• Support and streamline the implementation of the loyalty programme within MAF Lifestyle stores.
• Embed and measure MAF behavioral and operational standards and train front liners.
• Engage and train front liners on customer experience principles and framework