Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role:

• The primary focus of the role will be to focus on the development and optimization of the customer journey, ensuring a best-in-class approach to all customer touchpoints and ensure the end-to-end purchase funnel, conversion rate and seamless on-line to offline customer experience, whether it be new, used, fleet or aftersales customers.

What you will do:

• Operate as the voice of the customer and intimately manage and tailor every experience to the brand and product.
• Ensure readiness of all touch points and constantly improve and feedback to the business areas of improvement, pragmatically owning the improvement implementation.
• Develop a seamless end to end customer journey through all offline customer interactions including online to offline sales conversions and handovers.
• Managing highest efficiency on end-to-end purchase funnel and improve conversion rates and NPS.
• Manage and implement an aggressive 3-year network strategy across UAE to achieve world class EV customer journey in new retail and dealerships environments, covering aftersales and delivery touchpoints.
• Ensure on-going optimization, development, and evolution of all customer journeys from sales to service and beyond (charging, parking benefits, tertiary services and driver benefits)
• Lead on new retail, service and delivery location customer journey planning with network development, architectural and marketing teams to build world-class locations.
• Supports Marketing with creating seamless online customer journey which is consistent with the offline experience.
• Promote customer experience best practice and ensure the customer journey process is delivered consistently by the Retail, digital and service teams.
• Report on pulse and voice of the EV customers within brand and outside within wider EV market to help develop industry leading proposition.
• Ensure through the funnel on-line lead generation and conversion optimization through world-class training and knowledge sharing.
• Work with the training and development team to create and constantly improve the training requirements to increase conversion.
• Align with Franchise directors to understand pain points and present development plans for individuals and wider brand positioning.
• Work with brands to map, manage and implement and new protocols for each product or launch.
• Apply a KAIZEN mindset to constant testing and improving of the customer journey with a focus on the customers perspective to any new program.
• Manage all customer feedback and implement development and improvement plans.
• Management of customer insights and journey mapping.
• Responsible for the development of EV knowledge and practices
• Builds comprehensive insights into market EV practices.
• Establish lean and effective structure and team.
• Ensure 100% compliance with Standard Operating Procedures.