Product Owner – Customer Engagement Platform (Builder) | Al-Futtaim Automotive – Al Futtaim Group

Overview of the role

We are looking for a hands-on Product Owner to build, integrate and scale Al-Futtaim Automotive’s Customer Engagement Platform—a connected layer that unifies customer data, journey orchestration and engagement across web, mobile, messaging, campaigns, service and AI-enabled interactions.

This is product-and-build work, not programme or vendor management. The role requires someone who can personally design, integrate and iterate solutions across multiple enterprise systems, turning a fragmented set of tools into one coherent, AI-enabled platform.

You will own the platform end-to-end—from architecture through build, launch, adoption and continuous optimization, creating a unified, predictive and personalized engagement layer that drives measurable business outcomes.

What you will do

•  Personally prototype, build and iterate across the platform stack—data, orchestration, engagement and AI capabilities, treating each iteration as a hypothesis tested against live customer behavior

•   Design and integrate systems across: 

1.  Customer Data Platforms (CDP)

2.  SAP C4C (CRM)

3.  Genesys (contact center / engagement)

4.  Kore.ai (conversational AI)

5.  Microsoft Azure & Power Platform (cloud and orchestration)

•  Own how the platform fits together—data models, APIs, integrations and orchestration layers—ensuring systems operate as one unified ecosystem

•  Define and build the customer and vehicle digital state model, enabling real-time personalization and lifecycle engagement

•  Design and optimize end-to-end customer journeys across web, mobile, messaging (e.g. WhatsApp), campaigns, service and AI-enabled channels

•  Embed AI across the platform beyond chat, including: 

1.  Next-best-action decisioning

2.  Automation workflows

3.  Content generation

4.  Conversational AI and internal copilots

•  Continuously improving journeys using live interaction and behavioral data, driving measurable improvements in engagement, conversion and customer experience

•  Drive end-to-end delivery and launch in collaboration with CX, Digital, Technology, Data, Operations and brand teams

•  Define and manage key platform metrics—adoption, engagement, conversion, retention and cost-to-serve

Job Details

Preferred Candidate

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