About Company
Majid Al Futtaim is a leading shopping mall, communities, retail, and leisure pioneer across the Middle East, Africa, and Asia. Since 1992, Majid Al Futtaim has been transforming the region through a diverse portfolio that includes 29 shopping malls, 13 hotels, and four mixed-use communities, alongside pioneering retail and leisure businesses such as Carrefour, VOX Cinemas, Ski Dubai, and Magic Planet. We are committed to creating great moments for everyone, every day, by constantly innovating and placing customer-centricity at the heart of everything we do. Our rapidly growing e-commerce presence is a critical pillar of this vision, connecting millions with our brands digitally.
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Job Description
We are seeking an innovative and results-driven E-commerce Customer Experience Lead to champion and elevate the end-to-end customer journey across all our digital platforms. In this pivotal role, you will be responsible for defining, designing, and optimizing the digital customer experience to foster loyalty, satisfaction, and significant business growth. You will delve deep into customer insights, analyze user behavior, and identify key friction points and opportunities for enhancement. This role requires a strategic thinker who can translate data into actionable strategies, lead cross-functional initiatives, and inspire a culture of customer obsession within our e-commerce operations. You will be instrumental in shaping how our customers interact with our brands online, ensuring seamless, intuitive, and delightful experiences that set new industry benchmarks. If you are passionate about digital innovation and possess a proven track record in crafting exceptional customer experiences within the e-commerce landscape, we invite you to join our dynamic team and make a tangible impact.
Key Responsibilities
- Develop and execute a comprehensive E-commerce Customer Experience (CX) strategy aligned with business objectives and brand values.
- Lead initiatives to map the end-to-end customer journey across all digital touchpoints, identifying pain points, moments of truth, and opportunities for delight.
- Utilize customer feedback, analytics, market research, and competitive analysis to generate actionable insights and drive continuous CX improvements.
- Collaborate closely with product development, marketing, IT, operations, and customer service teams to implement CX enhancements and new features.
- Establish key CX metrics (e.g., NPS, CSAT, customer effort score, conversion rates) and regularly report on performance to stakeholders.
- Champion a data-driven approach to decision-making, ensuring all CX initiatives are informed by quantitative and qualitative insights.
- Oversee the optimization of UI/UX flows, content, personalization, and self-service options to improve usability and reduce friction.
- Manage and mentor a small team or cross-functional groups focused on specific CX projects, fostering a culture of innovation and continuous learning.
- Stay abreast of industry trends, emerging technologies, and best practices in e-commerce CX to maintain a competitive edge.
- Ensure consistent brand experience and communication across all digital customer interactions.
Required Skills
- 5+ years of progressive experience in Customer Experience (CX) roles within a fast-paced e-commerce environment.
- Demonstrated expertise in customer journey mapping, user research, and A/B testing methodologies.
- Strong analytical skills with the ability to interpret complex data, identify trends, and translate insights into strategic recommendations.
- Proficiency with CX platforms, analytics tools (e.g., Google Analytics, Adobe Analytics), and CRM systems.
- Exceptional communication, presentation, and interpersonal skills, capable of influencing stakeholders at all levels.
- Proven leadership capabilities, with experience in managing projects and guiding cross-functional teams.
- Deep understanding of UI/UX principles, digital product development cycles, and agile methodologies.
- Problem-solving acumen and a proactive approach to identifying and addressing customer needs.
- Fluency in English (written and spoken).
Preferred Qualifications
- Bachelor’s degree in Business, Marketing, Design, or a related field; Master's degree (MBA) is a plus.
- Experience working with leading e-commerce platforms (e.g., Salesforce Commerce Cloud, Magento, Shopify Plus).
- Familiarity with the MENA region's e-commerce landscape and consumer behavior.
- Certifications in Customer Experience (CXPA), UX Design, or Project Management.
- Proficiency in Arabic (written and spoken) is a significant advantage.
Perks & Benefits
- Competitive tax-free salary and annual leave.
- Comprehensive health and life insurance coverage.
- Annual flight ticket allowance for expatriates.
- Generous employee discounts across Majid Al Futtaim’s diverse portfolio (retail, leisure, entertainment).
- Opportunities for professional development, training, and career advancement within a leading regional conglomerate.
- Dynamic, innovative, and inclusive work environment.
- Performance-based bonuses.
- Relocation assistance for eligible international candidates.
How to Apply
Interested candidates are invited to apply directly through our official Majid Al Futtaim career portal. Please click on the application link below to submit your comprehensive resume and a compelling cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application.
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