Customer Service Manager | AlFuttaim Real Estate | Emirati Talent

The Customer Service Manager at Dubai Festival City Mall is responsible for leading the transformation of the customer experience into a hospitality‑grade, world‑class service model. This role champions a hospitality‑first culture across all guest‑facing functions to ensure every interaction reflects premium service standards. The manager oversees guest journey redesign, concierge innovation, service governance, tenant alignment, and data‑driven experience enhancement, positioning the mall as a lifestyle destination rather than merely a retail environment. Success in this role involves visible leadership during peak periods, proactive problem‑solving, and measurable improvements in guest satisfaction and loyalty.

• Develop and implement hospitality‑grade service standards.
• Lead cross‑functional service training programs across various departments including Security, FM, Housekeeping, Con...