Job Description

JOB TITLE
Tiers Relationship Manager | MAF Future Solutions | Customer Solutions
ROLE SUMMARY
The position is responsible for driving the delivery of high-value tier services, enhancing member engagement, and optimizing operations across the Majid Al Futtaim ecosystem, including tenants and loyalty partners. It focuses on seamless service delivery for high-value members through exclusive events, concierge support, and relationship management. The role involves cross-functional collaboration to enhance customer experiences and drive revenue growth.
ROLE PROFILE

• Lead the implementation of tiered service strategies across business units and channels, ensuring differentiated and seamless experiences for High Value members, including lounge services and contact center coordination.
• Oversee concierge services for High Value members, managing service bookings, confirmations, and coordination with internal teams and external providers to ensure flawless execution.
• Build and maintain one-to-one emotional connections with top-tier members by understanding their preferences, capturing insights, and personalizing experiences and events to drive loyalty and value.
• Collaborate with marketing and tier teams to develop stretch tactics and reward strategies that retain and grow the highest-performing members based on spending thresholds.
• Manage the onboarding of new external High Value members, verifying their eligibility, and support member match initiatives to attract qualified members from outside the ecosystem into the SHARE program.
• Support the development and execution of High Value member events, working on concept creation, logistics, invitations, attendance, and post-event analysis to enhance future events.
• Ensure supplier contracts and event execution processes are in place for smooth operations, including tracking feedback and success metrics for continuous improvement.
• Maintain and analyze the High Value member database quarterly, evaluate individual spend behavior, support win-back strategies, and manage downgrades in collaboration with the Contact Center.

REQUIREMENTS

• 5+ years of operations experience (defining processes, SOPs, training plans) in a relevant field.
• Experience in loyalty an advantage.
• Experience in designing and implementing wide-scale training programmes (e.g. train the trainer).
• Experience of contact centre operational functions.
• English/Arabic speaker preferred.
• Experience in writing Standard Operating Procedures for customer-facing staff.

Skills Required