Table of Contents
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Job Overview – Customer Care & Services Manager | Emirati Talent
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About Majid Al Futtaim and Carrefour
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Available Customer Experience and Retail Jobs at Majid Al Futtaim
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Customer Care Manager Dubai – Role Description
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Key Job Responsibilities
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Why This Customer Care Manager Dubai Role Is a Standout Opportunity
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Requirements for the Customer Care & Services Manager | Emirati Talent
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How to Apply for the Customer Care Manager Dubai Role
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FAQs about Customer Care Manager Dubai Jobs for Emirati Talent
Job Overview – Customer Care & Services Manager | Emirati Talent
If you’re searching for Customer Care Manager Dubai opportunities and you are an Emirati professional ready to step into a leadership role, the Customer Care & Services Manager | Emirati Talent position at Majid Al Futtaim is a powerful career move.
This role is focused on leading the customer care function for the Carrefour brand, ensuring that every touchpoint – online and offline – delivers an exceptional experience. As the face and voice of Carrefour, you will manage capacity, support customer care representatives, and drive service levels in a cost-effective, high-quality way.
Key job details:
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Job Title: Customer Care & Services Manager | Emirati Talent
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Company: Majid Al Futtaim (Carrefour)
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Location: Dubai, United Arab Emirates
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Category: Customer Care / Services (Other)
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Employment Type: Regular, full-time
This Customer Care Manager Dubai role is ideal for Emirati talents with strong customer experience, retail/sales exposure and leadership ambitions, looking to influence how thousands of customers perceive and interact with a major regional brand.
About Majid Al Futtaim and Carrefour
Majid Al Futtaim is one of the region’s most respected and recognised conglomerates, operating across shopping malls, retail, communities, leisure and entertainment. Over nearly three decades, it has built a reputation as a regional market leader in delivering experiences that create “great moments for everyone, every day.”
Key highlights:
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A 27+ year track record of building and operating iconic malls, retail concepts and leisure destinations
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A workforce of over 45,000 diverse and talented colleagues, guided by a unified Leadership Model
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A strong focus on customer-centricity, innovation and memorable experiences
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Operator of the Carrefour franchise in multiple countries, making it a major player in regional FMCG and retail
Carrefour, under Majid Al Futtaim, is a household name across the Middle East, known for its:
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Wide product range across groceries, FMCG, electronics, household goods and more
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Growing e-commerce presence alongside its hypermarkets and supermarkets
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High footfall and loyal customer base across the region
Joining as a Customer Care Manager Dubai for the Carrefour brand means working at the centre of this ecosystem, influencing how customers feel at every interaction, whether in-store, online or via support channels.
Available Customer Experience and Retail Jobs at Majid Al Futtaim
In addition to the Customer Care & Services Manager | Emirati Talent role, Majid Al Futtaim typically offers a variety of customer-facing and leadership opportunities. While specific openings change over time, professionals exploring Customer Care Manager Dubai and related paths might also consider:
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Customer Experience Manager – Retail
Leading end-to-end customer journey improvements across stores and digital channels. -
E-commerce Customer Service Lead
Managing online order queries, delivery issues and digital customer touchpoints. -
Store Manager / Deputy Store Manager – Carrefour
Overseeing store operations, team management and in-store customer satisfaction. -
Contact Centre Supervisor / Team Leader
Managing call centre or omnichannel customer care teams and performance metrics.
If you are mapping your long-term path in Dubai, you may also want to see more jobs in Dubai in retail, FMCG, hospitality and e-commerce customer experience. These roles often complement the skills and leadership profile built in a Customer Care Manager position.
Customer Care Manager Dubai – Role Description
The Customer Care & Services Manager role is all about ensuring that customers receive consistently excellent service across every touchpoint while also driving sales and operational efficiency.
As a Customer Care Manager Dubai, you will:
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Oversee customer care capacity, ensuring service levels and response times are maintained efficiently
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Act as a leadership point for both online and offline customer interactions, representing the Carrefour brand voice
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Support and guide customer care representatives, making sure they meet performance, quality and service standards
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Drive sales through service, using strong product knowledge and personalised interactions to maximise every customer contact
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Collaborate with cross-functional teams to remove friction, resolve pain points and elevate the overall experience
This role is perfect for Emirati professionals who:
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Have a background in retail, FMCG, luxury or high-end travel and leisure
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Enjoy leading teams and coaching people
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Want to shape the customer experience strategy in a high-volume, high-impact environment
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Are ready to step into a visible leadership role within a regional champion brand
Key Job Responsibilities
As a Customer Care Manager Dubai, your responsibilities span customer experience, people leadership, operations and cross-functional collaboration.
1. Delivering Exceptional Customer Experience
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Ensure an exceptional customer experience across all channels (in-store, contact centre, online, social, etc.)
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Adhere to Customer Care standards and ensure your team does the same
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Handle complex or difficult customer cases personally, aiming for positive outcomes even in challenging situations
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Act as an escalation point for issues that require senior-level judgment or intervention
2. Maximising Every Customer Interaction
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Use strong product knowledge to identify cross-selling and upselling opportunities
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Train and encourage your team to maximize each customer interaction to support sales targets
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Promote personalised service, making customers feel heard, valued and understood
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Balance commercial objectives with customer satisfaction and brand loyalty
3. Cross-Functional Collaboration
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Work closely with:
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Store operations to address in-store service issues
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P&O (People & Organisation) on staffing, performance and development
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IT on system reliability and CX tools
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Supply chain and merchandising to resolve inventory, delivery and product-related complaints
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Identify and escalate recurring customer pain points, driving structural improvements rather than one-off fixes
4. Systems, CRM and Data Protection
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Confidently use CRM and e-commerce systems to log, track and manage customer interactions
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Ensure accurate documentation of all cases, tickets and resolutions
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Maintain strict data protection, privacy and confidentiality in line with company policies and legal requirements
5. Compliance and Issue Resolution
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Ensure full compliance with company policies, processes and procedures
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Support smooth resolution of issues related to orders, returns, refunds and the overall shopping experience
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Monitor operational workflows to prevent bottlenecks and reduce service delays
6. Capacity Management and Scheduling
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Monitor team schedules and align them with operational forecasts
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Maintain efficient workflow and balanced workloads across peak and off-peak times
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Support planning for seasonal spikes, campaigns and promotions
7. Team Leadership, Training and Coaching
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Train, coach and mentor customer care representatives
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Support performance management, including feedback, appraisals and development plans
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Provide insights on training needs, knowledge gaps and process improvements
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Foster a positive, motivated and customer-obsessed team culture
8. Strategic Input
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Provide regular feedback and insights to senior management on:
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Customer trends
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Pain points and opportunities
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Manpower planning and service capacity
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Alignment with corporate policies and customer experience strategy
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Why This Customer Care Manager Dubai Role Is a Standout Opportunity
Choosing this Customer Care Manager Dubai role at Majid Al Futtaim offers a combination of leadership, impact and long-term growth potential that’s hard to find elsewhere.
Here’s why it stands out:
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Work with a regional market leader
You join a company with a strong brand, a 27+ year legacy and a clear mission: to create great moments and spread happiness. -
Lead the voice of a major retail brand
As the face and voice of Carrefour customer care, your work directly shapes how thousands of customers feel about the brand every day. -
High-impact, cross-functional exposure
You’ll work with operations, P&O, IT, supply chain and merchandising – giving you a 360-degree view of how a large retail organisation runs. -
Emirati talent focus
This role is dedicated to Emirati talent, offering a strong development path for national professionals in a leadership capacity. -
People leadership and coaching
You get to build, develop and mentor a diverse customer care team, strengthening your leadership and people management skills. -
Positive, energetic culture
Majid Al Futtaim emphasises a friendly environment, positive vibes and excitement about the future, supported by a robust Leadership Model and 45,000+ colleagues.
For Emirati professionals aiming to build a long-term career in customer experience, retail, or service leadership, this Customer Care Manager Dubai opportunity is a powerful step.
Requirements for the Customer Care & Services Manager | Emirati Talent
To be successful in this role, you should meet the following requirements:
Education
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Bachelor’s degree in Business, Marketing or a related field
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Additional customer service or customer experience certifications are preferred and strengthen your profile
Experience
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Minimum of 3 years’ experience in a similar customer care or customer experience role
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Ideally supported by sales or retail experience in:
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FMCG
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Department stores
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High-end travel and leisure
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Prior leadership or coaching experience with frontline teams is highly beneficial
Skills and Competencies
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Strong communication skills with excellent accuracy in Arabic and English, both verbal and written
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High technical proficiency – comfortable with CRM, e-commerce systems and digital tools
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Strong connection to luxury consumer standards and elevated service expectations
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Commercially driven and sales-focused mindset
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Strong problem-solving and influencing abilities
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Flexible, proactive and self-motivated approach to work
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Proven leadership capabilities with the ability to coach and mentor teams
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Positive, energetic attitude and resilience in fast-paced environments
Other Considerations
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Based in or willing to work in Dubai, United Arab Emirates
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Emirati national (as the role is specifically tagged as Emirati Talent)
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Alignment with Majid Al Futtaim’s values and Leadership Model
How to Apply for the Customer Care Manager Dubai Role
If this Customer Care Manager Dubai role matches your skills and ambitions, here’s how to approach your application:
FAQs about Customer Care Manager Dubai Jobs for Emirati Talent
1. What is the main focus of the Customer Care & Services Manager role?
The main focus is to lead customer care operations across channels, ensure high-quality service levels, support and coach customer care representatives, and enhance the overall customer experience. The role also has a strong commercial component, maximising each interaction to support sales targets.
2. Is this Customer Care Manager Dubai role only for Emirati candidates?
Yes, the role is specifically labeled Emirati Talent, meaning it is targeted at UAE nationals who want to grow their careers in customer experience and leadership within a major regional company.
3. How much experience do I need?
You typically need a minimum of 3 years’ experience in a similar customer care or customer experience role, ideally with additional exposure to sales or retail environments such as FMCG, department stores or high-end travel and leisure.
4. Do I need to be fluent in both Arabic and English?
Yes, strong communication skills with excellent accuracy in both Arabic and English (verbal and written) are required, as you will interact with diverse customers and internal stakeholders across the region.
5. What makes this role different from other customer service manager positions in Dubai?
This Customer Care Manager Dubai role is unique because it:
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Is tied to a major regional brand (Carrefour under Majid Al Futtaim)
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Combines customer care, sales and leadership responsibilities
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Offers high visibility across operations, P&O, IT, supply chain and merchandising
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Is dedicated to Emirati Talent, providing a clear pathway for national professionals into senior customer experience leadership
If you are an Emirati professional ready to lead teams, influence customer journeys and grow inside a respected regional powerhouse, the Customer Care & Services Manager | Emirati Talent position in Dubai is a compelling opportunity to consider.