Job Description

Roles & Responsibilities

ROLE SUMMARY
The position is responsible for driving the delivery of high-value tier services, enhancing member engagement, and optimizing operations across the Majid Al Futtaim ecosystem, including tenants and loyalty partners. It focuses on seamless service delivery for high-value members through exclusive events, concierge support, and relationship management. The role involves cross-functional collaboration to enhance customer experiences and drive revenue growth.

ROLE PROFILE

Lead the implementation of tiered service strategies across business units and channels, ensuring differentiated and seamless experiences for High Value members, including lounge services and contact center coordination.
Oversee concierge services for High Value members, managing service bookings, confirmations, and coordination with internal teams and external providers to ensure flawless execution.
Build and maintain one-to-one emotional connections with top-tier members by understanding their preferences, capturing insights, and personalizing experiences and events to drive loyalty and value.
Collaborate with marketing and tier teams to develop stretch tactics and reward strategies that retain and grow the highest-performing members based on spending thresholds.
Manage the onboarding of new external High Value members, verifying their eligibility, and support member match initiatives to attract qualified members from outside the ecosystem into the SHARE program.
Support the development and execution of High Value member events, working on concept creation, logistics, invitations, attendance, and post-event analysis to enhance future events.
Ensure supplier contracts and event execution processes are in place for smooth operations, including tracking feedback and success metrics for continuous improvement.
Maintain and analyze the High Value member database quarterly, evaluate individual spend behavior, support win-back strategies, and manage downgrades in collaboration with the Contact Center.

Desired Candidate Profile

REQUIREMENTS

5+ years of operations experience (defining processes, SOPs, training plans) in a relevant field.
Experience in loyalty an advantage.
Experience in designing and implementing wide-scale training programmes (e.g. train the trainer).
Experience of contact centre operational functions.
English/Arabic speaker preferred.
Experience in writing Standard Operating Procedures for customer-facing staff.

Tiers Relationship Manager Majid Al Futtaim

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