Job Description

Associate Manager - Customer Care Operations Dubai
Position 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.
Job Title Associate Manager - Customer Care Operations Dubai
Associate Manager - Customer Care Operations Dubai
Position 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.
Post Details
Job Start Date
Salary from 18000.00
Salary to 23000.00
Number of Vacancies 1
Location -
Location City Dubai
Desired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location

Skills Required