Senior Customer Experience Manager - Electric Mobility

AlFuttaim; Dubai; On-site; AED 446,000 - 670,000; Full time

Job summary

Al-Futtaim Automotive seeks a Senior Customer Experience Manager - Electric Mobility in Dubai to shape premium customer journeys for DENZA and YANGWANG. You will own end-to-end experiences across digital and physical touchpoints, from pre-sales to aftersales, using CRM and journey design to boost conversion, loyalty and advocacy.

The role influences retail, digital, CRM, sales and service operations, with a focus on VIP engagement and data-driven improvement across the customer lifecycle.

Qualifications

• 10-15 years in CX, aftersales, or CRM leadership in premium automotive
• Strong understanding of premium automotive retail, CRM, and loyalty
• Proven ability to improve satisfaction, conversion, retention, and advocacy

Responsibilities

• Own and continuously improve customer journeys across pre-sales, sales, delivery and post-delivery interactions.
• Establish a premium ownership framework to strengthen satisfaction, loyalty, retention, and advocacy.
• Define consistent journey standards across online and offline touchpoints.
• Identify experience gaps and coordinate corrective actions with relevant teams.
• Lead CRM strategy across the full lead and customer lifecycle and oversee campaigns.

Skills

CRM strategy

Omnichannel design

Stakeholder influence

English communication

Premium customer experience

Arabic advantage

Education

Bachelor's degree in Business/Marketing/Customer Experience

Job description

Job Snapshot

Role: Senior Customer Experience Manager - Electric Mobility

Location: Dubai, United Arab Emirates

Industry: Automotive

Function: Customer Support-Client Care

Experience: 10-15 years of relevant leadership experience

Job Type: Full Time

Position Overview

Al-Futtaim Automotive is seeking a Senior Customer Experience Manager - Electric Mobility in Dubai, United Arab Emirates to shape premium customer journeys for DENZA and YANGWANG. Working within Al-Futtaim Electric Mobility, the role will own the end-to-end customer experience across digital and physical touchpoints, covering pre-sales, sales, vehicle delivery, ownership, and aftersales. The position will use customer insights, CRM strategy, journey design, and experience standards to strengthen conversion, satisfaction, loyalty, retention, and advocacy across the premium electric vehicle business.

Job Details

Country: United Arab Emirates

City: Dubai

Industry: Automotive

Function: Customer Support-Client Care

Salary: Not disclosed

Gender: No Preference

Candidate Nationality: Not specified

Job Type: Full Time

Work Arrangement: On-site

Overview of the Role

The Senior Customer Experience Manager will define and continuously improve the ownership experience for DENZA and YANGWANG customers. The position has broad influence across retail, digital, CRM, sales, and aftersales operations and is responsible for establishing consistent premium experience standards throughout the customer lifecycle. A significant part of the role involves VIP and private-client engagement, customer journey governance, CRM effectiveness, loyalty initiatives, service recovery, and customer analytics. Although the position has no direct reports or individual sales target, it will work closely with senior Sales and Aftersales stakeholders to translate customer experience quality into measurable business improvement.

What You Will Do

Customer Journey and Ownership Experience

• Own and continuously improve customer journeys across pre-sales, sales, delivery, and post-delivery interactions.
• Establish a premium ownership framework designed to strengthen satisfaction, loyalty, retention, and advocacy.
• Define consistent journey standards across online and offline customer touchpoints.
• Identify customer experience gaps and coordinate corrective actions with relevant business teams.
• Support implementation of premium experience standards as the retail network develops.

VIP and Customer Engagement

• Lead engagement with VIP and private clients.
• Develop owner communities and customer engagement initiatives.
• Coordinate exclusive customer events, brand partnerships, and performance-drive experiences.
• Ensure premium customer expectations are reflected throughout the ownership journey.
• Build initiatives that strengthen long-term customer relationships and brand advocacy.

Customer Satisfaction and Service Recovery

• Drive NPS and CSI performance across relevant customer touchpoints.
• Manage closed-loop complaint resolution and service recovery processes.
• Use voice-of-customer insights to identify recurring experience issues.
• Conduct root-cause analysis and support sustainable corrective actions.
• Apply customer analytics and mystery-shopping insights to improve experience quality.

CRM and Loyalty Management

• Lead CRM strategy across the complete lead and customer lifecycle.
• Strengthen CRM data quality and customer segmentation practices.
• Develop and oversee customer campaigns supporting engagement and retention.
• Support repurchase, referral, and loyalty programmes.
• Use customer data and insights to identify opportunities for improved conversion and advocacy.

Customer Experience Standards and Capability

• Introduce customer experience tools and operating standards across retail and aftersales.
• Develop training and certification approaches for customer-facing teams.
• Establish cross-functional journey standards and appropriate governance.
• Influence Sales and Aftersales leaders to maintain premium experience requirements.
• Support customer-facing teams in consistently applying agreed standards.

Performance and Retail Rollout

• Support the YANGWANG retail rollout from a customer experience perspective.
• Prepare monthly customer experience dashboards.
• Highlight performance trends, risks, and areas requiring corrective action.
• Translate customer insight and performance data into practical improvement initiatives.

Required Skills and Experience

• 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 understanding of premium automotive retail, aftersales, CRM, customer journey design, and loyalty management.
• Proven experience managing complex relationships with high-net-worth customers.
• Demonstrated ability to improve customer satisfaction, conversion, retention, and advocacy.
• Expertise in NPS, CSI, voice-of-customer programmes, customer analytics, mystery shopping, complaint resolution, and service recovery.
• Strong capability in omnichannel journey design, CRM, segmentation, customer campaigns, and data-quality governance.
• Ability to influence senior Sales and Aftersales stakeholders without direct authority.
• Excellent written and verbal English communication skills.
• Arabic language capability is an advantage.
• UAE or GCC luxury automotive market experience is strongly preferred.

About the Team

The Senior Customer Experience Manager will join the Retail - DENZA and YANGWANG team within Al-Futtaim Electric Mobility. The position works across retail, digital, CRM, and aftersales environments while partnering closely with Sales and Aftersales leaders and customer-facing teams. The role carries broad cross-functional influence and will play a central part in establishing and maintaining consistent premium customer journey standards for both brands.

About Al-Futtaim Automotive

Al-Futtaim Automotive operates across eight countries in the Middle East, Asia, and North Africa. Its capabilities span passenger vehicles, commercial vehicles, and industrial equipment, supported by integrated logistics, leasing, aftersales, and financial services. The business represents more than 25 brands and has a workforce of more than 9,000 colleagues. Its operations focus on customer experience, innovation, digital transformation, and mobility solutions designed for the evolving requirements of individuals, businesses, and communities.