Customer Experience Manager

Role Overview

Responsibilities

• Lead CX strategy across all Ali & Sons Motors brands in line with business objectives and OEM standards.
• Design and optimize customer journeys across Sales, Aftersales, Contact Centre, and digital channels.
• Develop retention, loyalty, referral, and engagement strategies to improve customer lifetime value.
• Lead CRM, customer database, marketing automation, and digital engagement platform enhancements.
• Oversee complaint resolution, root cause analysis, and preventive actions.
• Drive self-service, AI-enabled customer solutions, and omnichannel communication initiatives.
• Coordinate cross-functional CX improvements with Sales, Aftersales, Marketing, Digital, IT, Contact Centre, and Brand teams.
• Lead service quality audits, mystery shopping, operational reviews, and OEM satisfaction programmes.
• Lead, coach, and develop the Customer Experience and CRM team.

Candidate Requirements

• 8–10 years of relevant automotive or motors industry experience is required.
• Proven managerial experience leading Customer Experience functions is required.
• Strong experience in CX strategy, CRM, Voice of Customer, journey mapping, customer satisfaction, and service improvement is required.
• Knowledge of CSI, NPS, CES, mystery shopping, and customer feedback analytics is required.
• Strong analytical, problem-solving, stakeholder management, and cross-functional influence capabilities are required.
• English is essential; Arabic is preferred.
• A bachelor's degree, MBA, master's degree, or professional CX certification is advantageous.

Opportunity

• The role offers the opportunity to shape CX strategy across multiple automotive brands and work with senior leadership and OEM partners.
• The position can influence customer satisfaction, loyalty, retention, and dealership performance.