Senior Customer Experience Manager | Al-Futtaim Electric Mobility |

• 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. • 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.