Senior Associate

5 days ago

Cairo, Cairo, Egypt Majid Al Futtaim Full time 100,000 - 120,000 per year

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.

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