Senior Associate, Service Delivery

BUSINESS INTRODUCTION

Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.

JOB TITLE

Senior Associate, Service Delivery | MAF Global Solutions | Global Solutions

ROLE SUMMARY

The Senior Associate Service Delivery supports seamless execution of the SHARE Loyalty Programme across all customer touchpoints in Egypt. The role ensures operational consistency, coordinates and tracks frontline training, and drives engagement and recognition within the SHARE Ambassador Programme. It works closely with the Senior Manager to maintain high standards across all Business Units.

ROLE PROFILE

• Supports implementation of loyalty SOPs, service standards, and corrective actions to ensure consistent service delivery across Egypt.
• Coordinates with BU leads to identify service gaps, gather frontline feedback, and monitor performance through reports and audits.
• Assists in planning, scheduling, and tracking SHARE training sessions, ensuring updated content, attendance, and evaluation.
• Manages logistics, materials, dashboards, and progress reporting for training, including micro-learning and induction sessions.
• Supports the setup, onboarding, and engagement of the SHARE Ambassador Programme in Egypt.
• Manages daily Ambassador communications, engagement campaigns, competitions, and recognition activities.
• Tracks Ambassador participation, shares insights, and supports small-scale recognition events and digital celebrations.
• Consolidates data for monthly reports, highlighting training completion, service KPIs, and operational trends.

REQUIREMENTS

• 2–3 years of experience in service operations, customer experience, or training support.
• Experience in loyalty programmes or retail operations preferred.
• Bachelor’s degree in Business Administration, Marketing, or related field.
• Highly organized with strong attention to detail and follow-through.
• Energetic, proactive, and passionate about customer experience.
• Excellent communication and stakeholder coordination skills.

WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.