Al Futtaim Jobs - Head of CRM & Lifecyle Management | Automotive | Dubai (Dubai, AE)

Job Requisition ID: 58958 

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 CRM and Lifecycle Management- Automotive

 

Job Description:

• The Automotive Head of CRM and Lifecycle Management is responsible for driving the development of Customer Engagement & Customer Communication strategies for the entire customer lifecycle across the Al-Futtaim Automotive Group, both within the UAE and for International businesses. The person will drive the strategy across lifecycle messaging aligned across all brands, products and services that the Al-Futtaim Automotive Group has to offer.
• The owner of the position will become a resource and authority to all functions and align broadcasted and targeted messaging to drive maximum engagement
• The ideal candidate needs to be a confident communicator, expert in the fields of customer engagement across traditional and new channels with experience in Omnichannel CRM proposition creation and the ability to influence at all levels. 
• We are looking for a strong communicator and influencer showing a passion for customer and a vision to drive us forwards as key, a highly organised self-starter who can bring new thinking and innovation to the team.
   

Key Responsibilities:

• Develop and roll out a robust Channel Strategy that delivers a robust demand plan across all auto functions
• Increase Sales / Revenue using optimized mix of all owned channels and optimized propositions
• Become a Resource
• /Authority to all functions and align broadcasted and targeted messaging to drive maximum engagement
• Develop and roll out a comprehensive CRM strategy that will align all brands, products and services
• Develop and optimize Branding and Brand synergies across all inbound and outbound channels- pull and push priorities alignment

 

Job Context:

• The engagement centre is the central point of contact for over 4 million customer interactions through various channels with the Al Futtaim Automotive brands supporting SALES and AFTER SALES within the UAE and for our international businesses. 
• This is a senior leadership role which spans all brands and channels that focuses on customer lifecycle management and CRM engagement driving the strategies and framework for business development, customer retention and communication strategies within the automotive group
• The role covers all aspects of customer contact strategy that builds on the vehicle ownership complete cycle for the group.

Qualifications, Experience and Skills:

• Seasoned CRM leader, with experience ideally from and e-commerce and/or Automotive retail environment
• Experience of growing and overseeing high performing CRM teams
• Excellent understanding of CRM, loyalty, e-commerce and performance media for customer engagement
• Ability to work and influence cross functionally at all levels
• Ability to translate customer insight and data into practical innovative cost-effective solutions & programs
• Understanding and experience of improving the Customer experience and Digital awareness
• Automotive Lifecycle knowledge is an advantage

 

 

KGM

 

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