Senior Customer Experience Manager – Premium EV Brands

About the role

The Senior Customer Experience Manager will design and own premium, end‑to‑end journeys for the Denza and YangWang electric vehicle brands, covering every touchpoint from pre‑sales through aftersales. The role focuses on translating superior experiences into higher conversion, loyalty and advocacy.

Key responsibilities

• Own and continuously improve the full customer journey across pre‑sales, sales, delivery and post‑delivery.
• Build a premium ownership framework that drives satisfaction, loyalty, retention and advocacy.
• Lead VIP and private‑client engagement, owner communities, exclusive events and brand partnerships.
• Drive NPS and CSI performance, manage closed‑loop complaint resolution and service recovery.
• Lead CRM strategy across the lead lifecycle, including data quality, segmentation, campaigns and loyalty programmes.
• Introduce CX tools, standards, training and certification for customer‑facing teams.
• Set cross‑functional journey standards and influence Sales and Aftersales leaders.
• Support the YangWang retail rollout and deliver monthly CX dashboards with insights and corrective actions.

Required profile

• Bachelor’s degree in Business, Marketing, Customer Experience, Automotive Management or related field.
• 10–15 years of CX, aftersales or CRM leadership experience in the premium or luxury automotive sector.
• Strong knowledge of premium automotive retail, aftersales, CRM, journey design and loyalty management.
• Proven success managing high‑net‑worth customers and improving satisfaction, conversion and retention.
• Expertise in NPS, CSI, voice‑of‑customer, analytics, mystery shopping, complaint resolution and service recovery.
• Ability to influence senior Sales and Aftersales stakeholders without direct authority.
• Excellent written and verbal communication in English; Arabic is an advantage.
• Experience in the UAE or GCC luxury automotive market is strongly preferred.

Required skills

• CRM strategy and execution
• NPS and CSI measurement
• Customer analytics and data‑quality governance
• Omnichannel journey design and segmentation
• Campaign management and loyalty programme development
• Dashboard reporting and performance monitoring