CX Delivery Manager - Customer Experience Portfolio

About the role

99Bright Minds is hiring a CX Delivery Manager to build and run the Customer Experience programme portfolio for a leading multi-site consumer organisation in Abu Dhabi. The role delivers network-wide CX initiatives, guards the delivery gates for new initiatives such as rebranding and new formats, checks that what is built matches the designed experience and runs the CX governance model. It is a 12-month contract position.

Key responsibilities

• Build and maintain the CX programme portfolio: scope, schedule, cost, dependencies and status in one register.
• Run network-wide CX initiatives end to end (for example uniforms, scent, music and in-store elements), from scoping and supplier coordination through to implementation and close-out.
• Check CX conformity on initiatives: confirm what is built matches the design standard and raise deviations before handover.
• Act as guardian of the delivery gates for new initiatives such as rebranding and new formats, with complete papers, evidence and entry and exit criteria.
• Run CX governance: department sprints and the CX Committee (calendar, agendas, papers, minutes and action follow-up).
• Track schedule adherence across the portfolio and escalate slippage early, with options.
• Coordinate with Operations, Build & Engineering and Marketing on implementation and site readiness.
• Track benefits and performance results from delivered initiatives.

Required profile

• 7+ years in Programme Management, Transformation or a Product Owner role.
• Has delivered a network-wide rollout of a physical or brand element (uniforms, signage, fit-out components or similar).
• Experience running quality or conformity control on build and rollout projects against a design or brand standard.
• Governance or secretariat experience, including preparing papers for executive forums.
• Comfortable holding the process line when an initiative wants to skip a step.

Required skills

• Strong portfolio, schedule, dependency and vendor management.
• Able to write short, clear, decision-ready executive papers.