Customer Experience Manager

Ali & Sons Holding LLC; Abu Dhabi; On-site; AED 446,000 - 670,000; Full time

Job summary

Ali & Sons Motors seeks a strategic Customer Experience Manager to lead and elevate the CX strategy across our automotive brands, including Porsche, Audi, Volkswagen, Škoda, MG and XPENG.

You will turn customer insights into action, redesign touchpoints, oversee CRM and digital engagement, and collaborate with Sales, Aftersales, Marketing and IT to deliver a consistent, premium customer journey.

Qualifications

• 8–10 years in automotive CX with leadership experience.
• Bachelor’s degree; MBA or CX certification is a plus.
• Strong experience in CX strategy, CRM, VOC and journey mapping.

Responsibilities

• Lead and enhance the CX strategy across all brands.
• Design and optimize end-to-end customer journeys across touchpoints.
• Develop retention, loyalty, referrals and engagement strategies.
• Oversee CRM, databases, marketing automation and digital platforms.
• Manage complaints, root cause analysis and preventive actions.
• Drive digital Transformation including AI-enabled solutions.
• Collaborate with Sales, Aftersales, Marketing and IT.
• Lead CX improvement programmes and service quality audits.
• Coordinate with OEMs on satisfaction programmes and CX initiatives.
• Coach and develop the CX/CRM team toward customer-centric culture.

Skills

CX strategy

CRM

Voice of Customer

Customer journey mapping

Analytics

Stakeholder management

Cross-functional leadership

English proficiency

Education

Bachelor's degree

MBA / Master

CX certification

Tools

CRM systems

Marketing automation

Data analytics tools

Job description

Shape the customer journey. Strengthen loyalty. Drive customer excellence.

Ali & Sons Motors is looking for an experienced Customer Experience Manager to lead and elevate the Customer Experience strategy across our diverse automotive brands, including Porsche, Audi, Volkswagen, Škoda, MG and XPENG.

This is a role for a customer experience professional who goes beyond measuring satisfaction -someone who can turn customer insights into action, challenge existing processes, improve every customer touchpoint and build a consistent, premium experience across the entire customer journey.

What You'll Do

• Lead and continuously enhance the Customer Experience (CX) strategy across all Ali & Sons Motors brands, aligned with business objectives and OEM standards.
• Design and optimize the end-to-end customer journey across Sales, Aftersales, Contact Centre and Digital Channels.
• Develop customer retention, loyalty, referral and engagement strategies to strengthen long-term customer relationships and customer lifetime value.
• Lead the implementation and continuous enhancement of CRM systems, customer databases, marketing automation and digital engagement platforms.
• Oversee customer complaint management, ensuring effective resolution, root cause analysis and preventive actions.
• Drive digital transformation initiatives, including self-service, AI-enabled customer solutions and omnichannel communication.
• Partner closely with Sales, Aftersales, Marketing, Digital, IT, Contact Centre and Brand teams to ensure a consistent customer experience across all touchpoints.
• Lead customer experience improvement programmes, service quality audits, mystery shopping exercises and operational reviews.
• Coordinate with OEM representatives on customer satisfaction programmes, audits, improvement plans and CX initiatives.
• Lead, coach and develop the Customer Experience / CRM team, building a culture of customer centricity, innovation and continuous improvement.

Who We're Looking For

We’re looking for a strategic and commercially minded Customer Experience leader who understands automotive retail and can translate customer data and feedback into measurable business improvements.

You should bring:

• 8-10 years of relevant experience within the automotive/motors industry, with proven managerial experience leading Customer Experience functions
• Bachelor’s degree, an MBA, Master’s degree or professional CX certification is an advantage.
• Strong experience in Customer Experience strategy, CRM, Voice of Customer, customer journey mapping, customer satisfaction and service improvement.
• Strong understanding of customer metrics including CSI, NPS, CES, mystery shopping and customer feedback analytics.
• Strong analytical, problem-solving and stakeholder management capabilities.
• Proven ability to lead cross-functional initiatives and influence teams across Sales, Aftersales, Marketing, Digital and Operations.
• English is essential , Arabic is preferred.

Why Ali & Sons Motors?

Join a leading UAE automotive business representing a portfolio of globally recognized brands and operating across diverse customer segments.

You will have the opportunity to shape the customer experience strategy across multiple automotive brands, work closely with senior leadership and OEM partners, and make a tangible impact on customer satisfaction, loyalty, retention and dealership performance.