Senior Customer Experience Manager | Al-Futtaim Electric Mobility | Denza & YangWang – Al Futtaim Group

Overview Of The Role:

• DENZA and YANGWANG are premium and ultra-luxury electric vehicle brands within Al-Futtaim Electric Mobility, redefining customer expectations through advanced technology, distinctive design and exceptional ownership experiences.
• As a Senior Customer Experience Manager you will shape differentiated, premium customer journeys for DENZA and YANGWANG across every online and offline touchpoint. you will own the end-to-end experience from pre-sales and delivery through to aftersales, translating experience quality into stronger conversion, loyalty, retention and advocacy.

What You Will Do:

• Own and continuously improve the full customer journey across pre-sales, sales, delivery and post-delivery touchpoints.
• Build a premium ownership framework that strengthens customer satisfaction, loyalty, retention and advocacy.
• Lead VIP and private-client engagement, owner communities, exclusive events, brand partnerships and performance-drive experiences.
• Drive NPS and CSI performance, closed-loop complaint resolution, service recovery and root-cause improvement.
• Lead CRM strategy across the full lead lifecycle, including data quality, segmentation, campaigns, repurchase, referral and loyalty programmes.
• Introduce CX tools, standards, training and certification for customer-facing teams across the retail and aftersales network.
• Set cross-functional journey standards and influence Sales and Aftersales leaders through effective governance.
• Support the YANGWANG retail rollout and deliver monthly CX dashboards with clear insights, risks and corrective actions.

Job Details

Preferred Candidate

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