Majid Al Futtaim

Written By Rhonda M

Retail, Properties, Entertainment & Lifestyle Group (MENA)

 

The Challenge

 

Operating across 16 countries with over 600 million annual visitors, MAF faced unprecedented disruption during the pandemic, from supply chain breakdowns and workforce challenges to rapidly evolving customer expectations and digital acceleration.

Amid uncertainty, the business needed to stabilise performance, protect customer trust, and design a future-ready experience model that would secure growth and differentiation in a post-pandemic world.

 

Key Results

 

  • 25% YoY increase in online sales across 16 markets

  • Maintained EBITDA and workforce stability through sustained pandemic disruption

  • Designed and delivered the group’s future-state customer experience model

  • Embedded CX governance and continuous improvement frameworks across the region

 
 

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Rhonda M
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