Senior Customer Experience Manager

Job Description

Job Overview

Al Futtaim Group is seeking a Senior Customer Experience Manager to join Al-Futtaim Electric Mobility, supporting the premium and ultra-luxury electric vehicle brands DENZA and YANGWANG in the UAE. In this role, you will shape differentiated, premium customer journeys across all online and offline touchpoints, owning the end-to-end experience from pre-sales and delivery through to aftersales to drive conversion, customer loyalty, retention, and brand advocacy.

Key Responsibilities

• Own and continuously enhance the end-to-end customer journey across pre-sales, sales, vehicle delivery, and post-delivery touchpoints.
• Develop and implement a premium vehicle ownership framework designed to elevate customer satisfaction, retention, loyalty, and advocacy.
• Lead VIP and private-client engagement initiatives, owner community programs, exclusive brand events, strategic partnerships, and performance-drive experiences.
• Manage and drive Net Promoter Score (NPS) and Customer Satisfaction Index (CSI) performance, overseeing closed-loop complaint resolution, service recovery, and root-cause analysis.
• Direct CRM strategy across the complete lead lifecycle, ensuring high data quality, targeted segmentation, marketing campaigns, repurchase initiatives, and loyalty/referral programs.
• Introduce customer experience (CX) tools, operational standards, training curricula, and certifications for frontline teams across the retail and aftersales network.
• Establish cross-functional customer journey standards and collaborate with Sales and Aftersales leadership through structured governance.
• Support the retail rollout of the YANGWANG brand and produce comprehensive monthly CX performance dashboards highlighting key insights, risks, and corrective actions.

Job Details

• Company: Al Futtaim Group
• Location: UAE
• Employment Type: Full time
• Career Level: Manager
• Date Posted: 2026/12/28
• Application Deadline: Application closes in 5 days