Customer Care Manager

About the role

The Manager, Customer Care leads the execution of customer care initiatives across all Majid Al Futtaim business units. Reporting to the Senior Manager of Customer Care Solutions, you will drive operational delivery, vendor governance, and continuous improvement of the customer experience.

Key responsibilities

• Execute customer care and outsourcing strategies while supporting contact‑centre transformation.
• Align operational plans with business objectives and monitor customer engagement performance.
• Manage end‑to‑end vendor governance, ensuring SLA compliance and contract adherence.
• Conduct audits, mystery shopping and performance evaluations to maintain quality standards.
• Oversee contact‑centre operations, including agent lifecycle management and service‑desk activities.
• Monitor KPIs and SLAs, using NPS, CRM data and Voice‑of‑Customer insights to drive improvements.
• Perform root‑cause analysis and implement continuous‑improvement initiatives across customer journeys.
• Support forecasting, headcount planning and cross‑functional collaboration with business units and vendors.

Required profile

• Bachelor’s degree with at least 8 years of experience in contact‑centre operations.
• Strong knowledge of contact‑centre KPIs such as NPS, CSAT, CES, SLA and FCR.
• Proven experience in vendor management and outsourcing governance.
• Hands‑on experience with CRM systems, telephony and customer analytics tools.
• Excellent analytical, organizational and stakeholder‑management skills.
• Fluent in English and Arabic; GCC experience is a plus.

Required skills

• CRM systems
• Telephony platforms
• Customer analytics tools

What we offer

• A friendly, positive work environment.
• Opportunity to work with over 45,000 diverse colleagues.
• Being part of a regional market leader with a strong brand portfolio.