Senior Customer Experience Manager - DENZA & YANGWANG

About the role

DENZA and YANGWANG are premium and ultra-luxury electric vehicle brands within Al-Futtaim Electric Mobility. As Senior Customer Experience Manager you will shape differentiated, premium customer journeys across every online and offline touchpoint, owning the end-to-end experience from pre-sales and delivery through to aftersales. The role sits in the Retail – DENZA & YANGWANG team, working across retail, digital, CRM and aftersales, with no direct reports or direct sales target but broad influence across the business.

Key responsibilities

• Own and continuously improve the full customer journey across pre-sales, sales, delivery and post-delivery touchpoints.
• Build a premium ownership framework that strengthens 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.

Required profile

• Bachelor's degree in Business, Marketing, Customer Experience, Automotive Management or a related discipline.
• 10-15 years of customer experience, aftersales or CRM leadership experience in the premium or luxury automotive sector.
• Proven success managing complex relationships with high-net-worth customers and improving satisfaction, conversion, retention and advocacy.
• Strong knowledge of premium automotive retail, aftersales, CRM, customer journey design and loyalty management.
• Excellent written and verbal communication in English; Arabic is an advantage.
• UAE or GCC luxury automotive market experience is strongly preferred.

Required skills

• NPS, CSI, voice-of-customer, customer analytics, mystery shopping, complaint resolution and service recovery.
• Omnichannel journey design, CRM, segmentation, campaigns and data-quality governance.
• Ability to influence senior Sales and Aftersales stakeholders without direct authority.