Customer Care and Services Manager

Customer Care and Services Manager - Majid Al Futtaim Retail (Carrefour) - Dubai, UAEPosition OverviewThe Customer Care and Services Manager role in Dubai leads capacity management and customer care operations across online and offline channels. This position represents the face and voice of the Carrefour brand, ensuring service excellence, cost efficiency, and a consistently high‑quality customer experience across every touchpoint.Job DetailsCountry: UAECity: DubaiIndustry: RetailFunction: Customer Support-Client CareSalary: 16000-23000 monthly (Market estimated)Gender: AnyCandidate Nationality: AnyJob Type: Full-timeKey ResponsibilitiesDeliver exceptional customer experiences across all channels, resolving complex cases professionally and in line with Customer Care standardsMaximize sales outcomes through strong product knowledge, cross‑selling, and personalized customer interactionsCollaborate with store operations, people and organization, IT, supply chain, and merchandising teams to resolve customer issues and improve service deliveryUse CRM and e‑commerce systems accurately, ensuring complete documentation and strict data protection complianceEnsure adherence to company policies, processes, and procedures across customer care operationsMonitor schedules and operational forecasts to maintain efficient workflows and service levelsTrain, coach, and mentor customer care representatives, supporting performance management and continuous developmentProvide inputs on training needs, manpower planning, and operational improvements to senior managementIdeal ProfileBachelor's degree in Business, Marketing, or a related disciplineMinimum 3 years of experience in a similar customer care or services management rolePrevious exposure to sales or retail environments such as FMCG, department stores, or travel and leisureStrong communication skills with high accuracy in both Arabic and EnglishHigh technical proficiency with strong understanding of premium customer service standardsCommercially driven mindset with excellent problem‑solving and influencing skillsProactive, flexible, and collaborative leader with a positive and energetic approachWhy Join UsLead customer experience operations for one of the region's most recognized retail brandsWork in a fast‑paced, customer‑centric environment with strong cross‑functional exposureInfluence service quality and customer satisfaction at scaleCompetitive compensation with long‑term career development opportunities

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