Senior Customer Experience Manager

Job Requisition ID: 181642

About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Overview Of The Role:

• DENZA and YANGWANG are premium and ultra-luxury electric vehicle brands within Al-Futtaim Electric Mobility, redefining customer expectations through advanced technology, distinctive design and exceptional ownership experiences.
• As a Senior Customer Experience Manager you will shape differentiated, premium customer journeys for DENZA and YANGWANG across every online and offline touchpoint. you will own the end-to-end experience from pre-sales and delivery through to aftersales, translating experience quality into stronger conversion, loyalty, retention and advocacy.

What You Will Do:

• Own and continuously improve the full customer journey across pre-sales, sales, delivery and post-delivery touchpoints.
• Build a premium ownership framework that strengthens customer satisfaction, loyalty, retention and advocacy.
• Lead VIP and private-client engagement, owner communities, exclusive events, brand partnerships and performance-drive experiences.
• Drive NPS and CSI performance, closed-loop complaint resolution, service recovery and root-cause improvement.
• Lead CRM strategy across the full lead lifecycle, including data quality, segmentation, campaigns, repurchase, referral and loyalty programmes.
• Introduce CX tools, standards, training and certification for customer-facing teams across the retail and aftersales network.
• Set cross-functional journey standards and influence Sales and Aftersales leaders through effective governance.
• Support the YANGWANG retail rollout and deliver monthly CX dashboards with clear insights, risks and corrective actions.

Required Skills To Be Successful:

• Bachelor’s Degree in Business, Marketing, Customer Experience, Automotive Management or a related discipline.
• 10–15 years of customer experience, aftersales or CRM leadership experience within the premium or luxury automotive sector.
• Strong knowledge of premium automotive retail, aftersales, CRM, customer journey design and loyalty management.
• Proven success managing complex relationships with high-net-worth customers and improving satisfaction, conversion, retention and advocacy.
• Expertise in NPS, CSI, voice-of-customer, customer analytics, mystery shopping, complaint resolution and service recovery.
• Strong capability in omnichannel journey design, CRM, segmentation, campaigns and data-quality governance.
• Ability to influence senior Sales and Aftersales stakeholders without direct authority while protecting premium experience standards.
• Excellent written and verbal communication skills in English; Arabic is an advantage.
• UAE or GCC luxury automotive market experience is strongly preferred.

About The Team:

• You will join the Retail – DENZA & YANGWANG team within Al-Futtaim Electric Mobility. Working across retail, digital, CRM and aftersales environments, you will partner closely with Sales and Aftersales leaders and customer-facing teams. Although the role has no direct reports or direct sales target, it has broad influence across the business and plays a central role in establishing consistent premium journey standards.

What’s in it for You:

• This is an opportunity to shape the customer experience and premium ownership proposition for DENZA and YANGWANG in a high-impact, highly visible role. You will influence the full customer lifecycle, work with senior cross-functional stakeholders and lead initiatives that strengthen satisfaction, loyalty and advocacy. The role offers the scope to turn customer insight into measurable improvement while supporting the continued growth and retail rollout of distinctive premium automotive brands.

Al-Futtaim Automotive is one of the region's leading mobility businesses, operating across eight countries in the Middle East, Asia and North Africa.

With a portfolio of more than 25 world-leading brands, we deliver one of the region's most comprehensive mobility ecosystems.

Our capabilities span passenger vehicles, commercial vehicles and industrial equipment, backed by integrated logistics, leasing, aftersales and financial services that deliver a seamless customer experience across every stage of the mobility journey.

Our vision is to become a world-class mobility player, creating better experiences for our customers through innovation, digital transformation and a relentless focus on customer experience. We work alongside some of the world's most trusted automotive brands to shape the future of mobility, delivering solutions that meet the evolving needs of individuals, businesses and communities.

Behind everything we do is a team of more than 9,000 colleagues united by ambition, collaboration and a shared commitment to progress. Together, we're shaping the future of mobility, embracing new technologies and creating better experiences for our customers. At Al-Futtaim Automotive, you'll be empowered to turn ambition into action and help move our customers, our business and your career forward.