Senior CX Architect for Premium EV Ownership

Robinson & Co (Singapore) Pte Ltd; Dubai; On-site; AED 260,000 - 380,000; Full time

Job summary

Al-Futtaim Electric Mobility, Denza & YangWang, Dubai-based, seeks a Senior Customer Experience Manager to shape premium CX across online and offline touchpoints. You will own the end-to-end journey from pre-sales to aftersales, translating experience quality into stronger conversion and advocacy.

You will lead VIP engagement, loyalty programs and monthly CX dashboards, driving NPS/CSI, service recovery and cross-functional standards with Sales and Aftersales teams.

Qualifications

• 10–15 years in CX, aftersales or CRM leadership within the premium automotive sector.
• Strong knowledge of premium automotive retail, loyalty management and customer journeys.
• Proven ability to improve satisfaction, conversion, retention and advocacy.
• Excellent written and verbal English; Arabic is an advantage.

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 and partnerships.
• Drive NPS and CSI performance, closed-loop complaint resolution and service recovery.
• Lead CRM strategy across the full lead lifecycle including data quality and campaigns.
• Introduce CX tools, standards, training and certification for customer-facing teams.
• Set cross-functional journey standards and influence Sales and Aftersales leadership.
• Support YangWang retail rollout and deliver monthly CX dashboards with insights and corrective actions.

Skills

CRM leadership

NPS & CSI

Omnichannel design

Stakeholder management

Premium automotive knowledge

Data analytics

English communication

Education

Bachelor’s Degree in Business/Marketing/Customer Experience

Tools

CRM software

Job description

Al-Futtaim Electric Mobility, Denza & YangWang, Dubai-based, seeks a Senior Customer Experience Manager to shape premium CX across online and offline touchpoints. You will own the end-to-end journey from pre-sales to aftersales, translating experience quality into stronger conversion and advocacy.

You will lead VIP engagement, loyalty programs and monthly CX dashboards, driving NPS/CSI, service recovery and cross-functional standards with Sales and Aftersales teams.