Product Owner - Customer Engagement Platform (Builder)

About the role

We are seeking a hands‑on Product Owner to build, integrate and scale Al‑Futtaim Automotive’s Customer Engagement Platform. The platform will unify customer data, journey orchestration and AI‑enabled interactions across web, mobile, messaging, campaigns and service channels.

Key responsibilities

• Prototype, build and iterate the platform stack (data, orchestration, engagement, AI) using live customer behaviour as test hypotheses.
• Design and integrate core systems: Customer Data Platform, SAP C4C CRM, Genesys contact‑center, Kore.ai conversational AI, Microsoft Azure and Power Platform.
• Define data models, APIs and orchestration layers to ensure a single unified ecosystem.
• Create a real‑time digital state model for customers and vehicles to enable personalised lifecycle engagement.
• Design end‑to‑end journeys across web, mobile, WhatsApp, campaigns, service and AI‑driven channels.
• Embed AI capabilities such as next‑best‑action decisioning, automation workflows, content generation and conversational copilots.
• Monitor platform metrics (adoption, engagement, conversion, retention, cost‑to‑serve) and continuously optimise based on behavioural data.
• Collaborate with CX, Digital, Technology, Data, Operations and brand teams to deliver and launch new features.

Required profile

• Proven hands‑on experience building and shipping customer‑facing platforms that integrate data, engagement and AI.
• Strong background working with CDP, CRM (SAP C4C or equivalent), engagement platforms (Genesys, Kore.ai) and cloud/orchestration tools (Azure, Power Platform).
• Technical fluency in API design, system integration and customer data modelling.

Required skills

• Customer Data Platforms (CDP)
• SAP C4C (CRM)
• Genesys contact‑center platform
• Kore.ai conversational AI
• Microsoft Azure
• Power Platform
• APIs and system integrations
• Customer data modelling
• AI decisioning (next‑best‑action, automation workflows, content generation, conversational AI)