Al Futtaim Jobs - Head of CRM | Group Automotive | Dubai, UAE (Dubai, AE)

Job Requisition ID: 41843 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

Head of Customer Experience (CRM)

 

Job Description:

• As the Head of Customer Experience, you will define the Complete Customer Journey, engagement, touchpoints, lifecycle and retention strategy, processes, methodologies, and best practices for Al Futtaim Automotive
• To ensure, that the end-to-end Customer Journey is constantly optimized, whilst analyzing and refining the business processes and systems that enables the delivery of the 5 customer service values across the Al Futtaim Automotive Division (Sales & Aftersales).
• You will be responsible for managing overall service quality of the CX Program Partners and any other customer experience resources.
• Must have the ability to work effectively with executive/senior management of the individual Automotive brands, cross-functional teams, external partners and vendors, in order to assist and guide potential areas of development, along with the business process strategies to maximize customer experience.
• Working closely with the analytics teams providing CX data and insights, you will translate customer feedback/ behaviors into actionable insights, helping the business management teams to deliver improved interactions within the customer journey cycle.

 

Key Responsibilities:

 

CX Development

• Work with the key stakeholders within the business to identify areas of Automotive (Sales and Aftersales) CRM process/ system improvements
• Ensure alignment/governance to Automotive group CRM systems and strategies
• Measure productivity and process improvement areas including Lead Management, Showroom efficiencies and back-office functions.
• Support brands in rolling out changes to end-users to ensure consistency.
• Ensure clean customer data is available to share for all systems

 

 

Automotive Business Process

• Work with Divisional management teams to agree and maintain a standardized sales process reflecting best practice for the organization

• Lead / Funnel Management
• Showroom
• Service
• Customer follow-up /Communication
• Business Process and Productivity
• Mystery Shops / CSV

• Drive productivity and process improvement areas with Brands throughout the Customer Journey
• Ensure AFA (sales / aftersales) unified customer journey across UAE to maximize a genuine and positive customer experience
• Elimination of customer friction points and the continual evolution of an exceptional customer experience
• Through test and learn continually develop systems and process to ensure customer centric approach.
• Participate and Collaborate with TMO for all upcoming projects related to sales / aftersales transformation initiatives

Customer Journey

 

• Investigate and recommend alternative channels to market (e.g. telesales, Chatbots and social media).
• Measure experience and gather customer feedback at multiple touchpoints in the journey
• Serve as point of contact for the customer experience measurement and insights program vendors
• Identify, develop and nurture new revenue / profit opportunities, through new Channels and Services to market
• Utilise Advance Analytics and Automotive Customer master data to establish customer insights
• Work with Brands on their Lead Management (Sales) and the customer retention programmes (Aftersales).
• Optimize the customer lifecycle, especially regarding experience, value, retention and loyalty Including:

• CSV scores
• Net Promoter Score
• Customer lifecycle management
• Customer nurturing cycles
• Customer retention (service)
• Re-solicitation (vehicle renewals)
• Customer Lifetime Value
• Undertake a central governance approach as representative for the customer journey

 

CX Insights

 

• Develop “know your customer” intelligence and provide customer demographic.
• Customer Journey and behaviour profiling
• Continually develop the Insights Portal for strategy and operations, to drive efficiencies Overlay Experience and Operational data
• Ensure awareness of CX program throughout the Division
• Construct clearly articulated hypothesis with a potential to drive actions
• Control any changes by deploying (A/B) tests and monitor KPI performance to build an optimization plan

 

 

Qualifications, Experience & Skills:

Minimum Qualifications and Knowledge: Suitable business qualification (Degree level); thorough knowledge of Automotive Sales Processes, Customer Service, Marketing, CRM practices/ functionality with a detailed working knowledge of Lead Management Showroom Systems and high level understanding of SAP. 

 

Minimum Experience: Minimum of 5 yrs of Automotive Sales Process/ Management at Branch level. People management experience, usage of showroom process control systems

 

Job-Specific Skills:

• Strong communication skills (written and verbal)
• Analytical and problem solving skills
• Planning and execution
• Ability to self-manage and self-motivate

 

Behavioural Competencies: Strong self motivator, Execution, Proven leadership skills, Relationship Building, Influencing, Communication.

 

 

KGM

 

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