PowerPoint Presentation

Our Culture in Action for





High Performance

2018

The Team Behind This Initiative








“Sharing stories is a powerful practice. Stories help us connect with each other as we relate to experiences. And this
is precisely the intent of this e-book: relating culture concepts to the day to day experiences across all teams makes
these concepts “live” and show how they contribute towards the high-performance culture that defines us at Majid
Al Futtaim Ventures”. Elsa Goutveniger, Director Risk and Compliance, Finance #MyVentures






“Our culture is what unites us, where we can feel we are ‘speaking the same language’ or are ‘on the same page’.
The compilation of stories in this e-book are literally on the same page, or, at least, in the same book. They
illustrate the Ventures way of thinking, doing and being. The slice of our lives as employees of Majid Al Futtaim
Ventures unfold through impressions, feelings and interactions, each contributing to the sense of the overall
Ventures experience that delivers on quality and consistency’’ – Kate Stacey, Risk Analyst, Finance


“Our Company’s culture is an important element in our employees' working life, which shines though when it
comes to completing tasks, and interactions with colleagues and customers. As I started collecting stories, I realized
that Ventures employees are truly living and breathing the company’s culture to deliver the Majid Al Futtaim vision
and Ventures strategy.”
“Majid Al Futtaim Ventures is very diversified, we have 83 nationalities that all live the same culture !”- Bader Al
Hashimi, Former Management Trainee, Tomouhi #MyCultureStory




“Through this journey I completely understood why culture is the key to success, while interviewing the employees
I knew that by change the culture we need to start changing ourselves first in order to move forward. Most
importantly the beauty of the workplace culture is each one of us has different diversity. ” – Maryam Al Suwaidi,
Former Management Trainee, Tomouhi

About Our Culture In Action for High-Performance




MOMENTS OF TRUTH & THE STRATEGY OUR GREATEST ASSETS

Creating great moments is what we’re about; for our customers and Business success relies on the people - us. Without our employees embodying and
between Majid Al Futtaim Ventures employees. Advancing on our journey, aligning on the same mindsets, we will fail together. The key is in supporting:
as we do, also presents us with moments of truth in our Ventures
aspirations, business targets and evolving market conditions that test our Growth
ability to consistently deliver in accordance with our three key company
pillars: growth, profitability and sustainability. • Get ready to drive and support the increase in size of the business – new stores,
new operations, new team members, additional support requirements
In these times, we work together showing our passion to make our business • A Growth mindset helps effectively maintain – not dilute – our culture when
strategies a reality; the employees are the greatest assets and our culture is entering new markets and integrate new team members when we acquire new
our best tool. businesses
• As Majid Al Futtaim Ventures expands in new regions and countries,
Transformation
there’s a need to ensure that operations are set up smoothly, our
offering fits the new market and new team members are inducted into
• Welcome change, be open-minded and bear with the difficulties at first to be
our culture.
challenged into doing things differently, lead and be the change
• As the economic climate changes, we need to distinguish ourselves from
• A Transformation mindset supports effective change management
competitors, maintain revenue and keep up the team spirit.
• As changes in consumer trends become more apparent, we need to Efficiency
consider how to adapt our offering and meet new demands and
expectations of our customers. • Adapt to and embrace smarter, faster & more cost-effective ways of working.
• An Efficiency mindset contributes towards embedding effective behaviors to
foster our high- performance culture
Majid Al Futtaim Ventures optimizes these moments of truth through four
Innovation
strategies:
• Fast Forward – Accelerating the growth of our businesses • Stay curious, think out of the box to translate an idea into something - a service,
• Next Horizon – Entering new markets an improved process - that creates value either for our customers or internally for
our people
• Digital Transformation – Becoming a digital leader on the market
• An Innovation mindset underpins our transformation journey by laying the
• Efficiency Drive – Driving internal efficiency in the way we operate and
ground for thinking outside the box and promoting creativity
generating cost savings






Ahmed Ismail – Chief Executive Officer Nasma Abbas – Vice President – Human Capital

Ventures Mindset




Innovation Efficiency




Innovation is about delivering new goods and In a general sense, efficiency is the ability to do
services, enhanced business models, and things well, successfully, without waste, and with
introducing new or improved methods of working. minimum amount of effort. Efficiency is a key pillar
Innovation complements efficiency and in our strategy; it helps us run our businesses
profitability. Innovation is truly in our DNA in Majid smarter, quicker and more cost-effectively in order
Al Futtaim Ventures. We are known for introducing to enhance the value we deliver to our customers.
new concepts and brands, acting as pioneers on
the market. Innovation also translates into
revolutionizing how we work, how we run our
businesses by challenging ourselves as we strive to
constantly improve.




Transformation Growth




In an organizational context, transformation is a Majid Al Futtaim Ventures’ growth objectives are
process of fundamental change that takes an about increasing the size of our operations
organization to an entirely different level of organically (i.e. growing our businesses by building
effectiveness. Our transformation in Ventures is new Fashion stores, new Magic Planets, new
articulated around our digitization journey. Going cinemas, new clinics, selling more credit cards &
digital is a requirement of today. It helps us be developing new products…) and through
more efficient in what we do and address our acquisitions of new businesses (i.e. acquisition of
customers’ evolving expectations pro-actively. new cinemas, development of franchise & joint
ventures agreements with new brands or leisure
concepts…).

Culture Stories Our Culture Concepts




About this collection
Energy Mood Elevator
This book is a compilation of testimonies
from the people who make Majid Al
Futtaim Ventures. They illustrate how our
culture has, so far, enabled us to achieve
Our energy fluctuates and affects our
results. These stories reflect how our
effectiveness and our life. As team members A way to describe different feeling states;
essential mindsets towards growth, or leaders, we have an obligation to help from gratitude at the top to depression at the
transformation, efficiency & innovation manage and direct our own energy, and that bottom.
enable us to perform better and of our teams for best results.
collectively form the high-performance
culture we can be proud of in Majid Al
Futtaim Ventures.
Here, we celebrate how our shared The Results Cone Be Here Now
mindsets have been embedded across our
company, which shall be passed on as an
example to new team members and
beyond to draw inspiration from and
The Results Cone illustrates that our thinking
strengthen our key mindsets to, in turn, drives our behaviors, which create our results.
deliver value. The role of thought segment also reinforces Be Here Now is simply being present, in the
moment, with a quiet, undistracted mind.
Don’t forget to keep spreading and living the notion that our thinking creates our
such high-performance habits. This is moods.
dedicated to all of us!



Here’s what we covered: Teamwork Appreciation

❖ 700 hours of visits

❖ 50 stores and head offices
❖ 4 malls This concept demonstrates how as individuals It’s the glue that holds teams and people
we tend to revert to counterproductive habits together, so increasing its frequency supports
❖ 150 employees shared their stories or individualistic behaviors. organizational health and teamwork.
❖ Over 16 weeks

Blind Spots Positive Intent Behavior Styles






People are only doing the best they can (or People’s behavioral styles provide added clues
The principle is that we each see things what they think they need to do), given the to their own beliefs and selective perception.
differently because we have our own blind state of mind that they are operating in at the We each have our own unique behavioral
spots and different filters.
moment. style.





Shadow of The Leader Accountability Coaching & Feedback






Shadow of the Leader is an awareness of the Accountability is an attitude toward life that Creating a feedback-rich environment is a
notion that as leaders and people, our incorporates high expectations, a focus on critical part of the culture-shaping process. It
behavior is a strong influence on the behavior results, and a “make it happen,” or “can do” is also one of the lowest scores reported on
of others. mindset. the Corporate Culture Profile for most groups.





Blue Chips Levels of Listening A Curious Mindset






Developing a Blue-Chip mindset means giving By becoming aware of one’s habits, an Openness to new ideas, to learning and
more thought to the things that have the individual can recognize more often when growing and to change is fundamental to
greatest value and choosing to focus time and he/she is listening appropriately to the healthy, high-performing individuals, teams,
energy on them. conversation. and organizations.

10/24/2018

Transformation




We all have blind spots & a selective
perception. Being aware of those will help
us remember that we all see things from #ShadowOfTheLeader
different perspectives and remind
“As much as coaching is
ourselves that sometimes we should
important for our teams for “Be weary of the fact that you
consciously shake these perspectives off to their personal development,
do cast a shadow and make
see the same things collectively, especially their feedback is equally sure that it is a positive one.” -
new things – new processes, new ways of important for overall Michelle Walsh, COO, VOX
working - we may be less familiar with. development” - Mihajlo
llic, All Saints, Mall of The Cinemas
Providing coaching and feedback to each Emirates
other is essential to be able to go through
transformation effectively. Acknowledging
what we do well and less well helps #BlindSpots
identify these areas for improvement
opportunities. Addressing those with
constructive feedback provides concrete
steps to drive change therefore making
transformation smoother. #Appreciation


Be aware of the shadow we cast around #CoachingAndFeedback
“Once a customer showed up
ourselves. Our energy, moods and attitudes “Coaching and receiving angry to the store but I decided
are a mirror of ourselves that our teams as feedback from my staff to assume positive intent and
well as our customers pick up on. Being highly motivates me; it smiled even though the
aware of our state of mind is the first step helps in solving issues. customer decided to avoid me.
This makes me really
towards deciding which shadow we want But at the end when he came to
happy to run the
to cast. An open-minded and change operations smoothly and “Being appreciated makes pay he smiled and apologized
embracing mindset will channel the to keep the happiness and you more motivated to and said that he had a long day.
transformation journey. exceed their expectations” – I learned that when comes to
warmth among us all.
Being a team leader, I Raymond Beredo, Customer interpreting situations, we
always try to keep my staff Service, VOX Cinemas should always be positive for a
highly motivated.” - Malik, change.” - Adam Halabi, A&F,
Team Leader at Snow Pro, Deira City Center
Ski Dubai

#ShadowOfTheLeader



Luz, from Prolog recalls a moment in which she #ShadowOfTheLeader
applied her manager's behavior after shadowing him
for some time!
















“I learned working in VOX #BlindSpots #ShadowOF
Cinemas that being aware
of blind spots when we TheLeader
have a lot of customers
Hisham El Atrash, Store from different nationalities
Manager at All Saints, Mall of is important. Therefore it is
really important to
the Emirates, talks about how
#CoachingAndFeedback
understand what the
important coaching and customer wants, treat them
feedback is to build a healthy all equally, and go an extra
environment in the store and mile to ensure they all get
the same service in order to
keep up the good figures. create their next great
moment.” Edline, VOX
Cinemas

Efficiency #BeHereNow #Appreciation #Appreciation





Being Here Now – or being fully present
in the moment without distractions –
and listening fully and openly to others “Appreciation is important
increases both productivity and to me because it makes my
“I believe that in order to be fully
creativity as our efforts can be focused present at work, we should leave day, whether it comes from
to reach the highest levels of all problems at home every the workplace or customers.
performance. morning before coming to work Appreciation motivates me.”
to ensure we provide the best - Heresha, Orbi
customer service for our
Assuming positive intent helps keep the customers so that they visit
bigger perspective in mind when again”- Islam, Orbi #Energy
dealing with new situations. Changes
associated with new and efficient ways
of working will challenge ourselves.
Reminding ourselves that we’re all here #Appreciation
working with the same goals in mind
will help go through challenges! Hera, Penguin Trainer at Ski Dubai
reflects on the importance of high
Appreciation is the sign of a healthy, energy at work, especially when
growth-oriented organizational culture. Tarek, from Ski Dubai, dealing with animals.
Our digital rewards and recognition who works as Ski Patrol “It is very important when
#Appreciation
reflects on how much
programme allows to appreciate each appreciation motivates She also talks about how she recharges someone is appreciating
her energy at work.
other whilst acknowledging and him! you. If it comes from
celebrating what we do well. customers before the
Appreciation is the glue that holds manager, it means you
teams together. working very hard.

The most important thing is
when people know you by
your name.”- Dareen, Stylist
at All Saints, Mall of the
#Appreciation
Emirates

#Energy
#Energy



Renata Plessinger from Najm talks #LevelsOfListening #Appreciation
about the importance of listening
“Working at VOX cinemas, I’ve
“Energy is all what makes us act learned about the importance of when it comes to engaging with Afaf, Area Manager from VOX
and empowers us and it’s our energy especially with the learning clients but also colleagues at work. Cinemas, shares her view on
choice the right energy to walk and development team.” “Having a the power of appreciation.
in with at work everyday” positive and fun energy is the
secret to our dedication.”
“We at Najm, are a great bunch “we are constantly developing an
of people with high and environment were people want to
positive energy and we always be part of and that is because we
assume positive intentions want to create great moments for
when we work as a team.” everyone everyday” - Pauline Rizk,
Learning and Development
- Head of Cards Products, Najm Manager, VOX Cinemas


















“I always have high energy #Energy Joyce from VOX Cinemas shares #Energy
because of my team, so her thoughts on the importance of
whenever my energy is down , having good energy and how it
my team always cheer me up’’ transfers between an employee
– Shiva, Ski Instructor, Ski and the customers. #BeHereNow
Dubai

#Energy
#Energy







Mohammed from the L&E IT projects team #BeHereNow
‘‘Managing our energy is very reflects on his application of the ‘Be Here Now’
important for us as instructors, as we concept.
are constantly dealing with customers Lina Chahine, Internal Communications and Not only does he apply it at work but also at
closely in the tunnel.’’ - Alaa, Instructor CEO’s Office Manager, reflects on how she home with his family.
at IFly #BeHereNow radiates her energy at work! #Energy #Energy

























‘‘Having energy is really important
when dealing with kids who ae
Mitchell from Lululemon, Dubai Marina Mall, always energetic and are ready for
reflects on how he leaves personal issues at any challenge that you throw at Lucy, Store Manager at Monsoon, Dubai Marina
home in order to show up to work fully present. them’’ - Alvin, Sales Assistant, Mall, shares a passionate story of appreciation.
Lego, Dubai Marina Mall

“It is very important to #LevelsOfListening #Appreciation #Appreciation #LevelsOfListening
be attentive listeners Marie, Senior Animator, at Sneha from FSSC, ‘‘I have
for us as employees of Little Explorers shares an was part of the AP team
appreciation story on
Little Explorers since when they were voted as preparing KPI reports for Durash from Lego, Dubai
our customers are all ‘Best Entertainment them, but later I moved Marina Mall says,
kids. They require a lot Centre’ by Time Out Dubai to another department “Working in the Lego
of attention. – “being appreciated is where I was handling store, our customers are John, instructor at IFly, “It
Once they are dropped such a great feeling…’” accounts receivable. The mainly kids, so listening is is amazing to see guests
over here, they become AP team has asked me to really important to us to experience IFly for the
our responsibility.” prepare KPI reports for provide them what they first time; it feels amazing
Salah, Little Explorers, them which have been are looking for and what is when you get appreciated
Dubai Marina Mall appreciated by the Head better for them in terms by them. It means that
of FSSC, which was a of finding toys that match I’ve worked hard gave the
best first experience, it
great turn in my career.’’ their age. In general, makes me work harder
listening is really and become more
important to our business dedicated to my work’’
in order to improve and
give the best customer
#Appreciation
experience.”
Shiela, P2P supervisor,
FSSC, ‘‘I have been with
FSSC for 2 years. I have
suggested one innovation
#Appreciation
for AX that is called all
entity report, where
everyone is already using
this platform, I’m proud
Muhammad, Financial that I’ve been appreciated H. Mohammed from
Accountant from FSSC because of that and all the Little Explorers talks #Appreciation
shares his appreciation operating companies in about the importance of
story. MAF are using it, so I am having high energy in his
really thankful for that’’ workplace.

10/24/2018

Growth #BlueChips #Teamwork #Teamwork





Keep our eyes on the ball, prioritize our #Teamwork
efforts, basically focus on our blue chips
Living our value of togetherness – “In Majid Al Futtaim we
“I always come to
Teamwork is our key to be able to work together, we sit and work with a blue chip Don Dee, our Zainab Khan,
negotiate the best deals, minimize our eat together also and that’s mindset. In fact, I passionate Penguin Senior Human
a great moment for us. And
costs by leveraging our size as a collective always come to work trainer at Ski Dubai Capital Manager,
most of all, we respect each
business thus improving our bargaining other and the culture and with a to do list to shares his view on remembers a
ensure that I’m
power. we care about each other always on track and the importance of moment when
and that’s a great moment meeting deadlines on teamwork. accountability and
we create for us and
Be aware of our strengths and weaknesses priority basis.” - teamwork join
everyone.” – Joseph, Lego,
as a collective team and leverage them. Store Manager, Mall of the Lorena, Prolog forces!
We each have different behavior styles – Emirates
controlling, analyzing, promoting &
supporting - to complement each other #Teamwork

“Team work makes our #Teamwork #Teamwork “Teamwork is #Teamwork
“I’ve been with the dream work!”- Janet, important as it’s a
company for the past Sales Assistant at Lego, strong spirit of
#BehaviourStyles
11 years and counting. Dubai Marina Mall togetherness with the
What I really like about team understanding
MAF culture is that each other, helping
regardless of your each other and I truly
nationality, your believe that two heads
gender, your beliefs, are better than one” -
your tradition, your #Teamwork Alona, Monsoon, Mall
religion, it does not of the Emirates
discriminate you.

It allows you to be #BehaviourStyles
yourself, which leads
to performing to your
best abilities. “For the play area and
the trampoline, we #Teamwork
With this type of encourage the kids to
culture, you can play together and
behave in your own interact which other
behavior style, and it especially if they are “I have learned about
makes you understand from different team work; we work
other behavior styles nationalities. We also
and accept them teach them that they together despite being
which leads to should be treated from other
understanding each equally.” – Games departments to make
great moments for
other and having Operator, Magic everyone” - Michael
fantastic teamwork.” – Planet, MOE
Aga, Compliance Sebastian, CPO
Manager, L&E

h #Teamwork #Teamwork
#Teamwork


“The main point of teamwork is
“What I like about Majid to achieve goals easily. If you
Al Futtaim culture is our have teamwork, unity, and
strength of teamwork. We motivation you can easily get
All work towards one goal, things done” - Shahryar, Cash
which is fulfilling Mr. Office, Ski Dubai
Majid’s Dream, which is
creating great moments
for everyone everyday” -
Nigora, Excellence &
Quality Assurance Officer,
Majid Al Futtaim Fashion #Teamwork









“Teamwork is very important
in VOX to attain our target.” -
Rose, Customer Service
#Teamwork
Assistant, VOX Cinemas


“Teamwork is very important, because when we are together and working as one, it
“Teamwork to me is gives us more energy, more strength. That leads to creating great moments for all our
working all together, guests, even our colleagues and managers.
finishing our tasks, #Teamwork
completing our tasks to
meet our target in VOX.”- For me everyday is new experience with teamwork with Orbi; we all support each other
John, Customer Service with work, we really need that since we recently launched and I recently joined”
Assistant, VOX - Samuel, Orbi, Mirdiff City Centre

#MoodElevator
#MoodElevator
“My responsibility is to #Accountability
#MoodElevator
prepare all exhibits for the
Princess from Lego, Mall of the day, checking every part of
Emirates, talks about what Sanjar, a Customer Service Officer this business unit, like
elevates her mood when she’s at from Ski Dubai talks about how cashiers, workshop, and
work. customers impact his mood at work. exhibit. I'm so thankful to
be given this responsibility
as it makes me proud to be
held accountable.” - Shiela,
Customer Service Assistant,
Mirdif City Centre








#MoodElevator

“Every morning before we start #MoodElevator
the shift, I make sure “clearing” Rahul, Merchandiser for
is part of our briefing. This Lululemon and Sacoor Brothers: #MoodElevator
helps in letting out all of the “I believe that coming to the
emotions or distractions that office with my mood at the
will prohibit us form being fully highest peak of the elevator,
Hussain, Ski Instructor at present, which then increases
Ski Dubai talks about how our mood, ready to interact does not only have an impact on
he gets his motivation with our guests.” - Samir, Team the team at work and keeps
from work. everyone happy, but also
Leader, Lululemon, Mall of The impacts the quality of the work
Emirates produced.“

10/24/2018


Innovation





Stay curious and open to new horizons – #CuriousMindset #CuriousMindset
Resistance to change is a natural human #Accountability
reality. When we remain curious we can
discover new ideas. Having an open Meshael Al Bloushi, Human
mindset allows us to view change as Being a accountable Capital Manager, Najm,
opportunities for self-development and means you are a shares the importance of
contribution towards the future. “Fostering innovation and
teamwork player, you openness to new ideas is very having a curious mind and
listen to your colleges, important to the company’s adapt to change
Accountability – Accountability & you try deliver the best
empowerment to drive ideas go hand-in- service’’- Noha, success.”
hand. When we feel accountable for the Marketing and “Actually this is what I found
results of our own actions and behaviors, Communications here at VOX Cinemas, that
we take more control over those results. Manager, Najm everyone is supporting new
Being accountable is a cornerstone for ideas. In fact this what I noticed
successfully implementing new ideas and when I introduced the new staff
driving innovation. verification tool - Philip Abdou,
Training Executive, VOX
Cinemas #MoodElevator
Gravity – Whilst embracing an
accountability mindset is essential to drive
innovation, being able to identify those
things we cannot control – gravity issues –
also helps focus our time and energy on #CuriousMindset
what we can impact directly, thus gaining
peace of mind, being more effective in
what we do and more creative, precisely
to take innovation to another level. #Accountability Lorie, instructor, IFly Dubai,
Lucciana from Magic talks about the importance
Planet shares a story on of not letting customers
how a curious mindset sense that your mood is
leads to innovation. Despite joining L&E recently, down.
Farida, who works in Orbi
shares a success story of
accountability.

#MoodElevator

















“One day, when I just finished work
and was getting ready to leave. “We are only human beings, so
While taking my stuff, I spotted a sometimes we come to work with our
regular customer. He told me that he mood down the mood elevator due to
came with the family to play and work-related issues or personal issues.
that they were looking for me as However, when we come to work we
they always prefer me to operate are expected to give 100% in terms of
the games that they choose to play. performance.
This incident really lifted my mood For me when I come to work and my
up and motivated me to stay over mood is down, I would go around my
my shift. colleagues, talk to them, joke with
For me interacting with customers them and have fun in order to lift my
really lifts my mood up.” mood up.

Mohammed Ameen, Games We are always interacting with
Operator, Magic Planet, Mirdif City customers - we need to make sure they
Centre don’t sense when our mood is down.”
- Paulfa, VOX Cinemas, Mirdif City
Centre