Tier Relationship Manager

BUSINESS INTRODUCTIONMajid 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 TITLETiers Relationship Manager | MAF Future Solutions | Customer SolutionsROLE SUMMARYThe 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 PROFILELead 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. REQUIREMENTS5+ 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.

WHAT WE OFFERAt 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.