Head of Customer Excellence

JOB TITLE
Head of Customer Excellence | MAF Properties | Head Office

ROLE SUMMARY
The Lead of Customer Excellence is responsible for developing and executing integrated customer experience and marketing strategies that enhance engagement, support project launches, and strengthen the MAFP brand. This role oversees both marketing and customer experience initiatives to deliver seamless, data-driven, and customer-centric strategies across all touchpoints.

ROLE PROFILE

1. Develop and execute CX and marketing strategies to enhance customer engagement, strengthen brand positioning, and support project launches.
2. Design a seamless, personalized customer journey across all touchpoints by integrating CX data, marketing efforts, and CRM insights.
3. Collaborate with the development team to identify trends and target customers at the visioning stage. Define project marketing strategies from pre-launch to operational phases across all assets.
4. Develop multi-channel content strategies, ensuring alignment between digital platforms, events, and customer-facing communication.
5. Own the customer journey lifecycle, ensuring an optimized handover process and post-purchase experience for customers across portfolio of developments.
6. Oversee CRM systems and data governance, ensuring high-quality customer insights inform engagement strategies.
7. Develop governance structures, frameworks, and performance metrics to measure success in CX and marketing.
8. Own the customer experience and marketing budget, ensuring strategic allocation and ROI-driven decision-making.

REQUIREMENTS

1. 15+ years of experience in customer experience, marketing, brand management, or CRM within real estate, retail, hospitality, or mixed-use developments.
2. Proven track record in developing and executing CX and marketing strategies at scale.
3. Strong understanding of customer insights, digital engagement, and data-driven personalization.
4. Experience managing cross-functional teams and working within complex stakeholder environments.
5. University Degree Graduate (Marketing or related field)
6. Post graduate qualifications preferred (Masters or equivalent)

WHAT WE OFFER

1. At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
2. Work in a friendly environment, where everyone shares positive vibes and is excited about our future.
3. Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.