Product Owner – Customer Engagement Platform

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 platform components – data, orchestration, engagement and AI – testing each hypothesis against live customer behaviour.
• Design and integrate systems such as a Customer Data Platform, SAP C4C, Genesys, Kore.ai and Microsoft Azure & Power Platform.
• Own the end‑to‑end architecture, data models, APIs, integrations and orchestration layers to create a unified ecosystem.
• Define the digital state model for customers and vehicles to enable real‑time personalization.
• Design and optimise end‑to‑end customer journeys across web, mobile, WhatsApp, campaigns, service and AI‑enabled channels.
• Embed AI capabilities beyond chat, including next‑best‑action decisioning, automation workflows, content generation and conversational copilots.
• Continuously improve journeys using live interaction and behavioural data to drive measurable gains in engagement, conversion and experience.
• Lead delivery and launch in collaboration with CX, Digital, Technology, Data, Operations and brand teams.

Required profile

• Proven experience as a product owner or similar role building enterprise‑scale engagement platforms.
• Strong ability to design, integrate and iterate solutions across multiple systems.
• Hands‑on mindset with a focus on data‑driven experimentation and continuous optimisation.
• Excellent collaboration skills with cross‑functional teams (CX, Digital, Technology, Data, Operations, Brand).

Required skills

• SAP C4C (CRM)
• Genesys contact‑center platform
• Kore.ai conversational AI
• Microsoft Azure and Power Platform
• Customer Data Platform (CDP) concepts
• API design and integration
• Data modelling and orchestration
• AI/ML decisioning (next‑best‑action, automation workflows)