Job Description

The purpose of this position is to oversee and manage aspects of the JCU activities and retail operations with the RTA.
MAIN RESPONSIBILITIES To maintain and improve Retail operational processes, sharing information across a variety of internal and external contacts. Maintain records of Retailers contacts for key service partners, ensuring any changes are notified to the affected retailers. Provide support to Joint Commericial Unit in meetings with service partners as required. Maintain and update Fault logs for Retailers feedback and complaints as required. Ensure all Documents are accurate and up to date, taking responsibility for alerting Line Manager if anything needs to be updated. Takes personal responsibility and accountability for delivering job outputs. Manages non-routine aspects of own job with little supervision.
KEY SKILLS Excellent communication and interpersonal skills. A strong communicator and problem solver. Strong project management skills. Customer focus with a drive to deliver exceptional customer services. Resourceful, proactive, and able to work under pressure to meet deadlines. Creative thinker with strong planning and organizational skills and ability multiple tasks. Extremely competent in use of MS office Programs, capability in database and system design. Good writing skills to prepare reports and liaise with the client. Ability to use AutoCAD with design/drawing capability is desirable. Ability to manage conflict and to negotiate with stakeholders to achieve resolution of outstanding issues. Commercially astute. Highly motivated. Flexibility to work in a time-sensitive environment to respond quickly and effectively to unanticipated high workloads, events and emergencies. Ability to apply judgement to individual cases, make decisions and manage risks. Fluency in spoken and written English is mandatory; spoken and written Arabic preferable but not essential. Deputize Assistant Variations Project Manager and act as the main contact and liaise directly with the client and retailers. Provide Ad hoc support to client and retailers in the absence of the Retail Support Officer. Establish strategic alliance and relationship with all retailers. Respond to inquiries from retailers operating or wishing to open a retail outlet within Dubai Metro stations. Ensure Retail Information Data base is maintained. Guide to Retail in the Dubai Metro, Retail Unit Managers' Handbook and any supporting web site information. Arranges and accompanies retailers on station site visits. Meet and brief new retailers on Keolis MHI's guidelines. Responsible for preparing and submitting weekly and monthly report. Receives CAD files form RTA and shares with retailers. Consults retailers to prepare relevant safety permits and MEP design drawings. Ensures permit to work is received by retailers or any third party contractors. Acts as liaison between retailers and Keolis MHI Operations, E&M and Projects departments to ensure that parties are aware and appropriate arrangements are in place to provide required access and support for retailers and their contractors. Helps retailers achieve acceptable concept of design for RTA approval. Manages RTA stakeholders throughout retail unit installations. Reports on retail unit installation and issues to relevant RTA and Keolis MHI departments. Attends meetings on any retail project issues with RTA and Keolis MHI internal stakeholders. Maintain a good knowledge and understanding of the Permit to Work and Risk Assessment process for fit outs and design when essential. Make sure procedures and handbooks and all supporting websites and database are up to date. Provide marketing, promotional suggestions and branding of the retailers when applicable. Follow up on all actions and faults raised by retailers and make sure corrective actions and deadlines are put in place. Coordinate and maintain a positive relationship with all relevant internal departments. Update and design newsletters and websites created solely for retails as instructed by the Deputy Head of Passenger Service - Train and Retail. Attend station visits and provide updates to the Deputy Head of Passenger Service - Train and Retail on timely basis. Coordinate with stations operations to ensure a smooth fit out if required. Prepare proposals for innovative ideas that can be implemented to improve retail support. Perform and carry out other duties as instructed / directed by the Retail Support Manager.
EXPERIENCE A minimum of 7 years, preferably 9 years' experience in coordinating, providing advice and support to retailers of fast moving consumer goods or retailers providing consumer service. Extensive knowledge of a multi-culture organization, know who the key personnel are (both external and internal) and able to understand the organisation's aims and objectives. Experience of working within Station Operations in a railway or transport, safety critical environment. Experience of retail franchises is desirable but not essential. Fit out experience is desirable but not essential. Experience of putting in place contingencies necessary for project control. Experience of managing projects as project lead.
EDUCATIONAL & PROFESSIONAL QUALIFCATIONS Ideally a degree holder or high diploma of post-secondary education in a business, management administration or any related discipline. Knowledge of project / program management methodology.