Senior Customer Experience Manager | Al-Futtaim Electric Mobility

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.

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

Desired Candidate Profile

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. Employment Type Full-time

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