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4 Jun 2021

Full-Time PLEX – Customer Service Manager (Mall)

Al Futtaim AFGRE – Posted by Gulf Entry Jobs Dubai

Job Description

Date: 04-Jun-2021

Location: Dubai, AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: [[93421]]


No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.


As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.


Come join us to live well, work better, and be the best.

Al Futtaim Malls are pleased to announce the launch of PLEX Management Services, which will offer a wide range of Asset Management, Development, Leasing, HR, Finance and Brand Experience expertise to shopping malls and retail organizations in the MENA region.

This new business venture aims to:

  • Leverage our expertise & organization to grow our Malls business
  • Expand our market share with new markets and retailers
  • Develop and sell additional products, concepts and services
  • Create new opportunities for growth of talent within the organization


Plex promises to offer expertise in design of integrated retail destinations, building and executing organizations that are preferred business partners, generating sustainable growth and long-term value creation thorough understanding of retail dynamics, shopping mall management and global best practice capabilities.


Job Title:                          Customer Service Manager

Reports to:                      Mall Manager

Direct reports:                2

Department:                   Mall Management

Location:                          Dubai, UAE



Responsible for developing a cutting-edge customer service strategy, planning and managing its implementation and overseeing all aspects of the day to day customer service operations, with the objective of achieving leadership in customer service standards in the region.



Customer Service Initiatives and Standards

Responsible for working closely with the Retail Marketing Manager in identifying and studying leading and cutting-edge customer service practices across retail and hospitality industries; establishing how they can be customised to local requirements, and plan and roll out such initiatives to customers and visitors to mall.

Staff Management

Responsible for ensuring that the right calibre of people in the right mix of nationalities are recruited taking into account the behavioural and functional competencies required to handle the job; are trained and motivated to handle customers of diverse nationalities and varying levels of expectations; as well as have necessary support in terms of current and updated information related to all aspects of the mall operations and service policies, so as to meet and exceed service expectations.

Mall Directory

Responsible for providing complete and accurate information about mall tenants and mall services to the visitors by ensuring that the Mall Directory brochures and Directory Boards are constantly relevant and updated with accurate information about tenants in the mall in terms of their name, location and other information; and the hand outs are printed and stocked in multiple languages and in adequate numbers to cater to a varied mix of visiting nationalities.

Mall Collateral

Ensure that the customer service desks are adequately stocked with mall collateral such as current and updated mall directory, information related to on-going offers and promotions, tourist information, services available etc. with the objective of meeting customer expectations related to service or information required and capitalizing on all opportunities to generate sales through the information provided.

Retailer Welcome Pack

Participate in the development and time to time updating of the Retailer Welcome File providing complete and comprehensive information relating to the trade area and the operations and functioning guidelines of the mall, with the objective of successfully integrating the retailers within the Mall and assisting them in trading successfully.

CS Operations

Responsible for developing an in depth understanding of the retail centre, including the design and the layout, as well the principals of customer flow within the mall; so as to effectively plan the customer service operations i.e. the duty rosters, stock of mall collateral and other literature to provide a high level of retail experience to visitors and customers.

Mall Operating Information

Facilitate visitor experience by ensuring that necessary information regarding mall operations, such as operating hours for the mall, any differing hours of operation of flagship retailers, conditions for entry, are correctly and prominently displayed at all entry doors, and are updated with any changes, as and when they may arise due to promotions/ events/ festivals/ changes in timings effected by the flagship retailers

Customer Service Feedback

Responsible for carrying out regular surveys to collate information about customer service levels, measure actual performance against targeted standards and based on such feedback take the necessary actions to correct negative deviations and benchmark performance against competitors in the market and the region.

Management Reports

Collate information and prepare routine as well as ad hoc reports, as may be required by the management to have the necessary information to make short term and long terms business decisions.



  • Customer Service Initiatives identified and implemented
  • Planning of CS operations- rota, shifts etc
  • Customer Service standards- achievement of targeted standards
  • Information provided to CS desks- current and updated mall directory, mall collaterals etc.
  • Team leadership, staff training, motivation and management
  • Management reporting



Minimum Qualifications and Knowledge:

Educated up to degree level is a minimum requirement, whilst a post degree qualification in Marketing or Business Management would be an advantage


Minimum Experience:

Minimum 5 years of experience in the management of customer service facility with a leading mall                                                              


Behavioural Competencies:

  • Teamwork across multiple disciplines and levels of management
  • Effective leader, communicator and trainer
  • Professional Knowledge
  • Conflict management
  • Organisational understanding to drive desired outcomes.
  • Personal Leadership


We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.


How to Apply

Click Here to Apply

Job Categories: Customer Service. Job Types: Full-Time. Job Tags: PLEX - Customer Service Manager (Mall).

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