Senior Customer Experience Leader – Automotive Brands

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

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.