Senior Manager Customer Experience

Company Overview

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 Arab 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 organization 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

Responsible for developing and implementing customer-centric strategies that enhance satisfaction, engagement, loyalty, and retention across the entire customer lifecycle. The role drives service excellence and community engagement initiatives across CFC’s real estate portfolio, ensuring the consistent delivery of seamless, high-quality experiences across all customer touchpoints. By leveraging customer insights, feedback, and performance data, the role identifies opportunities for continuous improvement, strengthens customer relationships, and fosters a culture of customer centricity that supports CFC’s brand promise, enhances asset value, and drives long-term business success.

What you will do

Customer lifecycle & journey management

Develop and implement customer lifecycle strategies to enhance satisfaction, loyalty, retention, and advocacy across all asset classes.

Map, monitor, and continuously improve customer journeys to ensure a seamless experience across all touchpoints.

Identify opportunities to strengthen customer engagement and long-term relationship management.

Service operations & excellence

Oversee all customer-facing channels, including the call center, digital platforms, and service touchpoints.

Ensure compliance with service standards, SLAs, and quality assurance requirements.

Drive service excellence initiatives to improve responsiveness, efficiency, and overall customer satisfaction.

Feedback & continuous improvement

Design and manage customer feedback mechanisms, including surveys, reviews, focus groups, and direct customer interactions.

Analyze customer insights and trends to identify improvement opportunities and address recurring issues.

Collaborate with internal stakeholders to implement customer-driven enhancements across the business.

Community engagement & brand affinity

Develop and execute community engagement programs, events, and initiatives that strengthen customer relationships and foster a sense of belonging.

Support the delivery of internal communications and customer engagement campaigns across communities.

Drive initiatives that enhance brand perception, customer loyalty, and community participation.

Team leadership & development

Lead, coach, and develop the Customer Experience team to ensure high levels of performance and engagement.

Establish clear objectives, monitor performance, and provide ongoing feedback and development opportunities.

Foster a customer-centric culture and ensure alignment with organizational values and business objectives.

Required skills to be successful

10+ years of experience in customer experience, customer service, community management, or related fields, with at least 3 years in a leadership role.
Proven experience in customer journey design and management, service excellence, call center operations, and customer engagement initiatives.
Strong analytical and problem-solving skills, with the ability to leverage customer insights and data to drive continuous improvement.
Excellent communication, presentation, and stakeholder management skills, with the ability to influence cross-functional teams and senior leadership.
Proven ability to lead customer experience transformation initiatives, manage change, and embed a customer-centric culture across the organization.
Strong project management and organizational skills, with the ability to manage multiple priorities and deliver results in a fast-paced environment.
Experience within the real estate, mixed-use development, hospitality, or community management sectors is highly preferred.
Proficiency in customer experience platforms, CRM systems, Microsoft Office applications, and customer analytics tools.

What equips you for the role

Bachelor’s degree in business administration, marketing, communications, or a related field.
Professional certifications in customer experience (CX), customer service, CRM, or related disciplines are considered an advantage.
Strong understanding of customer lifecycle management, service operations, customer feedback frameworks, and experience measurement methodologies.
Demonstrated ability to drive customer satisfaction, loyalty, retention, and brand advocacy initiatives.
Excellent command of English, both written and spoken.
Strong customer centricity, strategic thinking, influencing, change management, and stakeholder engagement capabilities.

About Al-Futtaim Group Real Estate

The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational, and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement, and construction of mega-projects to the leasing, operation, and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years.

Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services, and enable partnerships to create true value to our customers throughout their entire experience with us. AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed-use destinations: Dubai Festival City and Cairo Festival City.