Job Opportunity in UAE as a Customer Relations Manager at Alfuttaim

Alfuttaim offers a job opportunity in UAE as a Customer Relations Manager. You must be passionate about growing business and people together using the experience and skills of the people in the best way and be ready for bigger scope of responsibility and are driven to exceed goals. You must be curious to challenge existing ways of working and able to develop new knowledge, skills & behaviors. You enjoy working in a fast-paced and future-oriented environment. 

You will be responsible for:

Commercial division:

• Lead and manage the team and work with colleagues in other functions to optimize the relationship with the customers in order to drive sales growth and sustained, long-term profitability. 
• Co-operating and influencing the commercial team, the CR team and other support functions to ensure that they understand the customer’s perspective when implementing new solution and evaluating exiting ones. 
• Knowing the local market and working with the commercial team to support commercial activities, which will convert more visitors to customers, and generate repeat store visits, balancing the business needs with the customers’ needs.
• Having in place service agreements with external providers, ensuring these are clearly communicated and priced in store, which support sales. Ensure they deliver a standard of service that contributes to making the IKEA store first choice for home furnishings. 
• Working with the exchange and return team to ensure the area is appropriately staffed at all times and that the after sales care encourages customers to want to come back to shop with the company again.
• Analyzing customer feedback to identify root causes, taking action to improve short and long-term customer satisfaction. 
• Encouraging the team to take fast action on ideas to improve the customers’ shopping experience, acting on customer feedback, competition and performance analysis.
• Ensuring quality standards are met in store by focusing on the detail in order that the store is clean and tidy at all times of the trading day. 

Financial division:

• Ensure all customer relations initiatives grow the business and support the sustaining of long-term profitability, always considering the impact on customer satisfaction.
• By delivering on agreed goals and Key Performance Indicators (KPIs) by:
• Analyse KPIs and working with the team to create meaningful actions to achieve agreed goals.
• Control costs through working in a lean, simple, cost-conscious way using good examples and solutions, and encouraging the team and colleagues to discover more effective ways of working in order to drive productivity.

Customers division:

• Lead and manage the team and work with Store and Service Office colleagues to understand the local competitor service offers, the customers’ shopping behaviors and their living situations, and use these insights to improve the customers’ shopping experience. 
• Ensure all the IKEA shopping tools are in place, in the right quantity and functioning effectively.
• Work with the team and other functions to promote and encourage a customer-focused culture throughout the store to ensure the company is the first choice for home furnishings and destination for the whole family.
• Always look at the store through the eyes of the customers and walk the shop floor during different times throughout the trading day. To use this opportunity to talk to co-workers, giving input and encouraging their feedback.
• Analyse feedback from the customers and work with your team and other functions to make improvements to the customers’ shopping experience by securing an easy buying process throughout the store.

You must have:

• Live and share the IKEA values every day.
• Bachelor's graduate.
• 5 years in Customer Service Management role, IKEA experience is highly preferred.
• Strong Strategic Planning and Analytical Skills.
• Effective Communication & Excellent competence skills.
• Ability to communicated with all level of senior stakeholders.
• Good Interpersonal Skills and Business Acumen.
• Expert in Problem Solving and Strategic Thinking.
• Leadership Skills.

About Al-Futtaim:

Al-Futtaim’s family business traces its origins back to the 1930s on the banks of the Dubai Creek, a trailblazer for innovative trading concepts designed to enrich lifestyles. Today, Al-Futtaim is present in 29 countries, represents over 200 companies spanning the automotive, finance, retail, and real estate industries, and it is now 42,000 people strong. Currently spanning the automotive, finance, retail, and real estate industries, Al-Futtaim’s diverse and far-reaching portfolio of brands and companies are ever-present in people’s lives, from the shores of Singapore to the sands of the UAE.

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