Senior Customer Experience Manager | Al-Futtaim Electric Mobility |

Al Futtaim Private Company (LLC); Dubai; On-site; AED 446,000 - 781,000; Full time

Job summary

Al-Futtaim Private Company (LLC) in Dubai seeks a Senior Customer Experience Manager to shape premium journeys for DENZA and YANGWANG across online and offline touchpoints, from pre-sales to aftersales.

Lead CRM strategy, VIP engagement, and cross-functional governance, with a strong focus on NPS/CSI, loyalty, and advocacy. English required; Arabic a plus.

Qualifications

• Bachelor’s Degree in Business, Marketing, Customer Experience, Automotive Management or related discipline.
• 10–15 years of customer experience or CRM leadership experience within premium automotive sector.
• Strong knowledge of premium automotive retail, aftersales, CRM, customer journey design and loyalty management.
• Proven success managing relationships with high-net-worth customers and improving satisfaction, conversion, retention and advocacy.
• English proficiency; Arabic is an advantage.
• UAE or GCC luxury automotive market experience is strongly preferred.

Responsibilities

• 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-driven 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 retail and aftersales network.
• Set cross-functional journey standards and influence Sales and Aftersales leaders through governance.
• Support the YANGWANG retail rollout and deliver monthly CX dashboards with clear insights, risks and corrective actions.

Skills

CX leadership

CRM strategy

NPS/CSI

Omnichannel design

Stakeholder influence

Data quality governance

HNW relationships

English proficiency

Education

Bachelor’s degree in Business/Marketing/Customer Experience/Automotive Management

Job description

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 strong

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

Qualifications

• 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.