Customer Experience Manager - Real Estate & Asset Management

About the role

The Customer Experience Manager at Dubai Festival City Mall is responsible for redefining and elevating the mall's end-to-end customer experience. The role manages key customer-facing functions such as Customer Service, Concierge and Valet, ensuring interactions reflect the mall's high standards of hospitality and service excellence. Success is measured by improved customer satisfaction, seamless service across touchpoints and elevated staff engagement.

Key responsibilities

• Own and continuously enhance the end-to-end customer journey, from pre-arrival to departure, and develop the mall's customer experience strategy aligned with brand positioning and business objectives
• Lead the Customer Service function across information desks and public areas, set service standards and operating procedures, and oversee enquiries, complaints and feedback
• Implement escalation procedures for complex cases, track complaint trends and work with departments on corrective action plans
• Lead the development of a premium concierge service, including standards, SOPs and SLAs, and train teams to serve VIPs and families
• Oversee Valet operations, manage capacity during peak periods and holidays, and drive improvements to arrival and departure experiences
• Build and lead the Customer Service, Concierge and Valet teams, run training on hospitality, communication and service recovery, and plan succession
• Monitor performance using CSAT and NPS, complaint resolution, response times and mystery shopping scores, and conduct internal service audits

Required profile

• Bachelor's degree in Hospitality Management, Business Administration, Retail Management or a related field
• Extensive experience in hospitality, luxury retail, shopping malls or destination management
• Demonstrated leadership experience managing customer-facing teams and multiple service functions
• Experience managing outsourced service providers and ensuring compliance with SLAs
• Proficiency in English required; Arabic or additional languages advantageous

Required skills

• Leadership and people-management skills
• Exceptional communication and interpersonal abilities
• Handling customer complaints and service recovery
• Operational and organisational skills with attention to detail
• Customer journey mapping, service standards and complaints management