VP Customer Excellence - Majid Al Futtaim - Dubai, UAE

Majid Al Futtaim; Dubai; On-site; AED 502,200 - 613,800; Full time

Benefits offered by this job

Collaborative environment

Commitment to talent development

Innovative, customer-focused culture

Job summary

Majid Al Futtaim in Dubai is hiring a VP Customer Excellence to lead customer experience strategy and enhance customer journeys across real estate projects. The role requires a strong background in customer experience and strategy, with minimum 15 years of relevant experience and 5 in leadership.

The selected candidate will align customer insights with operational decisions and oversee the mapping and improvement of customer journeys. Join a leading company committed to innovative, customer-focused experiences.

Qualifications

• 15 years in customer experience, insights, strategy, or related roles.
• Minimum 5 years in a senior leadership capacity.
• Proven background embedding CX within real estate, retail, or service‑driven sectors.
• Strong communicator with exceptional cross‑functional collaboration skills.
• Highly analytical, strategic, and focused on measurable experience outcomes.
• Adept in digital transformation and modern customer engagement technologies.

Responsibilities

• Develop and execute an integrated customer excellence strategy aligned with real estate development goals.
• Ensure customer insights and behavioral data guide planning, design, and operational decisions.
• Lead specialists across customer insights, journey design, marketing operations, and CX delivery.
• Drive cross-functional alignment with Development, Sales, Marketing, Legal, and CX teams.
• Oversee mapping and continuous improvement of customer journeys for B2B and B2C segments.
• Define service standards, experience metrics, and escalation pathways across all touchpoints.
• Lead Voice of Customer, NPS, CSAT, and sentiment analytics programs.
• Champion digital transformation of CRM, apps, and engagement platforms.
• Identify and deploy innovative technologies to strengthen personalization and post‑sales support.
• Manage external relationships with agencies, digital vendors, and CX technology providers.
• Support project launches and brand‑building efforts within the Development Business Unit.

Skills

Customer journey design and optimization

Customer insights, analytics, and behavioral data interpretation

Digital transformation and CRM platforms

Leadership and team development

Stakeholder and vendor management

Customer satisfaction metrics (NPS, CSAT)

Omni‑channel experience design

Strategic planning and execution

Education

Bachelor's degree in Business, Marketing, or related field

Master's preferred

Job description

VP Customer Excellence – Majid Al Futtaim – Dubai, UAE

Position Overview

This VP Customer Excellence role at Majid Al Futtaim Dubai focuses on leading customer experience strategy, data-driven engagement programs, and digital transformation initiatives across the Development Business Unit. The position is designed to strengthen customer journeys, elevate satisfaction metrics, and drive seamless real estate project experiences using customer insights, behavior analytics, and omni-channel innovation.

Job Details

Country: UAE
City: Dubai
Industry: Real Estate
Function: Management
Salary: 45000-55000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time

Key Responsibilities

• Develop and execute an integrated customer excellence strategy aligned with real estate development goals.
• Ensure customer insights and behavioral data guide planning, design, and operational decisions.
• Lead specialists across customer insights, journey design, marketing operations, and CX delivery.
• Drive cross-functional alignment with Development, Sales, Marketing, Legal, and CX teams.
• Oversee mapping and continuous improvement of customer journeys for B2B and B2C segments.
• Define service standards, experience metrics, and escalation pathways across all touchpoints.
• Lead Voice of Customer, NPS, CSAT, and sentiment analytics programs.
• Champion digital transformation of CRM, apps, and engagement platforms.
• Identify and deploy innovative technologies to strengthen personalization and post‑sales support.
• Manage external relationships with agencies, digital vendors, and CX technology providers.
• Support project launches and brand‑building efforts within the Development Business Unit.

Ideal Profile

• 15 years in customer experience, insights, strategy, or related roles.
• Minimum 5 years in a senior leadership capacity.
• Proven background embedding CX within real estate, retail, or service‑driven sectors.
• Strong communicator with exceptional cross‑functional collaboration skills.
• Highly analytical, strategic, and focused on measurable experience outcomes.
• Adept in digital transformation and modern customer engagement technologies.
• Bachelor's degree in Business, Marketing, or related field; Master's preferred.

Skills Set

• Customer journey design and optimization
• Customer insights, analytics, and behavioral data interpretation
• Digital transformation and CRM platforms
• Leadership and team development
• Stakeholder and vendor management
• Customer satisfaction metrics (NPS, CSAT)
• Omni‑channel experience design
• Strategic planning and execution

Why Join Us

• Be part of a leading regional group shaping innovative customer experiences.
• Work in a collaborative environment that encourages creativity and data‑driven decision‑making.
• Join a diverse team of professionals across a wide range of disciplines.
• Grow within a company committed to talent development and continuous improvement.

About the Company

Majid Al Futtaim is a leading regional conglomerate known for pioneering customer‑focused experiences across real estate, retail, leisure, and lifestyle sectors. Its Dubai‑based Development Business Unit delivers world‑class destinations built around innovation, sustainability, and community impact, supported by a culture that values excellence, collaboration, and long‑term growth.