Job Description

ROLE SUMMARY
The Customer Care & Services Manager ensures high-quality capacity management and supports Customer Care Representatives in meeting service levels efficiently and cost-effectively. As the face and voice of the Carrefour brand, the role leads all online and offline customer interactions while enhancing the overall customer experience across every touchpoint.
ROLE PROFILE

• Deliver an exceptional customer experience across all channels by adhering to Customer Care standards and handling difficult cases professionally to achieve positive outcomes.
• Maximize every customer interaction to meet sales targets through strong product knowledge, cross-selling, and personalized service.
• Collaborate closely with store operations, P&O, IT, supply chain, and merchandising teams to resolve customer pain points and enhance overall service delivery.
• Use CRM and e-commerce systems confidently, ensuring accurate documentation of all customer interactions while maintaining strict data protection and confidentiality.
• Ensure full compliance with company policies, processes, and procedures, and support seamless resolution of issues impacting orders, returns, or the shopping experience.
• Monitor schedules and adhere to operational forecasts to maintain efficient workflow and service levels.
• Train, coach, and mentor customer care representatives, supporting performance management, on-the-job training, and continuous capability development.
• Provide input on training needs, manpower planning, and adherence to corporate policies while contributing insights to senior management.

REQUIREMENTS

• Bachelor's degree in Business, Marketing, or a related field, with additional customer service certifications preferred.
• Minimum of 3 years' experience in a similar role, ideally supported by sales or retail experience in FMCG, department stores, or high-end travel and leisure.
• Strong communication skills with excellent accuracy in both Arabic and English, across verbal and written formats.
• High technical proficiency and a strong connection to luxury consumer standards, combined with a commercially driven and sales-focused mindset.
• Strong problem-solving and influencing abilities, supported by a flexible, proactive, and self-motivated approach.
• A collaborative team player with proven leadership capabilities and a positive, energetic attitude.

WHAT WE OFFER

• At Majid Al Futtaim, we're on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We're proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.

Skills Required