Job description

The Customer Service Manager role at AlFuttaim Real Estate within Dubai Festival City Mall focuses on transforming the customer experience into a hospitality-grade, world-class service model. The position leads the development and implementation of premium guest service standards across all mall touchpoints, ensuring a consistent and memorable experience. The role oversees guest journey redesign, concierge innovation, tenant alignment, and data-driven service improvements to position the mall as a lifestyle destination. The manager works closely with cross-functional teams including security, facilities management, housekeeping, concierge, and tenant operations to maintain high service quality. This role requires strong leadership presence on the floor, particularly during peak periods and events, to proactively manage guest interactions and resolve issues. The Customer Service Manager is also responsible for implementing SOPs, service governance, and hospitality best practices across all customer-facing services. Additionally, the role uses analytics such as footfall data, dwell time, and customer insights to enhance guest satisfaction and loyalty. Financial and operational oversight including budget management, manpower planning, and service performance monitoring are key components of the position.