Associate Manager, Digital CX
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Key skills for this role
About the Role
UpNext UAE is seeking an Associate Manager, Digital CX for a top-tier motor vehicle manufacturing business in Dubai. You will oversee CRM strategy, digital journey governance, omnichannel customer experience, and online reputation management.
Key Skills for This Role
Responsibilities
- Conduct comprehensive analysis of distributors’ CRM practices and Dealer Management Systems (DMS)
- Evaluate CRM solutions and support development of regional CRM/DMS platforms
- Monitor distributors’ websites and digital touchpoints for compliance with Digital CI and CX standards
- Ensure seamless customer journey across online and offline touchpoints
- Evaluate distributors’ online reputation performance across review platforms and social channels
- Support roll out of in store digital tools (e.g., Digital Car Explorer and 3D configurator)
Requirements
- Bachelor’s degree in Business, Marketing, Information Systems, Digital, or related field
- At least 3–6 years of experience in CRM, digital customer journey, CX, or related roles
- English & Arabic fluency
Full Job Posting
Job Overview
- We are seeking an Associate Manager, Digital CX for a top tier motor vehicle manufacturing business in Dubai.
Main Responsibilities
- Conduct comprehensive analysis of distributors’ CRM practices and Dealer Management Systems (DMS).
- Identify gaps, inefficiencies, and improvement opportunities to enhance customer journey continuity.
- Evaluate CRM solutions and support the development and improvement of the regional CRM/DMS platforms.
- Support distributors in improving CRM systems and processes for a seamless end to end Customer Experience Journey.
- Coordinate between Kia and distributors during CRM wireframing, system rollout, and integration phases.
- Ensure standardized CRM processes are embedded across markets.
- Monitor distributors’ websites and digital touchpoints for compliance with Digital CI and CX standards.
- Ensure online lead generation, inquiries, and booking journeys are optimized and aligned with CRM processes.
- Identify digital journey issues impacting conversion and customer experience and recommend corrective actions.
- Ensure a seamless customer journey across online and offline touchpoints.
- Evaluate distributors’ online reputation performance across review platforms and social channels.
- Support ORM improvement initiatives and pilot programs.
Key Qualifications
- Bachelor’s degree in Business, Marketing, Information Systems, Digital, or related field.
- At least 3–6 years of experience in CRM, digital customer journey, CX, or related roles.
- English & Arabic fluency.
- French is an advantage.
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