Al Futtaim Jobs - General Manager - Digital Product & CX | Auto - Al-Futtaim | Dubai (Dubai, AE)

Job Requisition ID: 59641 

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.

 

Job Title:            General Manager – Digital Product & Customer Experience

Reports to:        Director Customer & Data 

 

The Role

The General Manager – Digital Products & Customer Experience role will be tasked with driving the growth of the business through a focus on consumer insights, customer experience design and data backed decisions which will lead to a digital products and CX strategy that delivers sales performance, margin strength and competitive advantage in the Automotive sector.

 

This is a critical role that will help us deliver not only on existing digital roadmaps and aspirations but will be bringing forward ideas and innovative new ways to provide best in class digital end to end customer experiences from ideation to go to market and beyond stages. This role will include developing a Centre of Excellence for Digital Product Management and Customer Experience Design that can service and support all brands within the Automotive division.

 

This role will use specific discipline & technical knowledge to plan and enable a strategic roadmap for agile web and digital development that integrates CX design, data analytics and digital / marketing automation in delivery outcomes for Automotive division digital aspiration with an ongoing role to drive continuous improvement beyond the completion of the initial uplift.

 

This role will work in a fast-paced environment, and collaborate with cross-functional teams, and business stakeholders, to define our digital product vision. In this role, the right candidate will be responsible for communicating that vision to senior leaders, business units teams within the automotive division and executive partners. This leader will also be responsible for forecasting the growth opportunities associated with that vision, executing its delivery, and evangelizing product adoption.

 

 

Key Accountabilities

 

• Define and develop the framework and operating model of the Digital Product & CX as part of the Customer Centricity Centre of Excellence that can service and support all brands within the Automotive division
• Lead and manage a team of high performing product managers through the product lifecycle and development processes
• Develop product management talent and link business objectives to the team's quarterly and annual goals
• Exhibit sound product judgment, ability to formulate product strategy and present clear measurable objectives that will lead to achieving our business goals
• Communicate the product vision and drive the different teams to the common goal
• Collaborate with business stakeholders to define the roadmap and corresponding go-to-market strategies
• Manage and coordinate cross-product dependencies across the Automotive division ensuring duplication of effort and wastage of budgets is eliminated
• Define quarterly strategic plans and review execution to previous, quarterly plans with executive management
• Evangelize the product vision, benefits to new feature capabilities, and educate stakeholders and internal teams on how they could be best used in their verticals of focus
• Support sales teams in pre-sales, sales & after sales technical and go-to-market discussions
• Work with team members, other delivery leaders, team leaders, program managers and stakeholders, to identify / manage cross-organisational dependencies and remove any impediments from the team while promoting self-management and individual accountability.
• Organise and facilitate sprint planning, daily stand-up meetings, reviews, retrospectives, demonstrations and other required meetings.
• Foster a team culture of innovation, creativity and thinking outside-the-box while adhering to architectural, governance, best practices and change guidelines.
• Track and communicate team velocity and sprint/release progress.
• Ensure the team is practicing the core delivery principles of collaboration, prioritisation, team accountability and visibility.
• Effectively listen to the teams’ opinions/suggestions and empower the team to take ownership.
• Provide inputs based on in-depth data analysis and demonstrate how that analysis impacts key product metrics
• Manage prioritisation and trade-offs among customer experience, technical constraints and business drivers
• Develop a deep understanding of our customers: their problems, their needs, their desires and use it to improve the experiences we deliver across all business units
• Innovate, lead the industry and ensure we stay ahead of competitors in product features
• Identify opportunities for key initiatives to enhance the customer experience and improve the customer experience
• Partner closely with Analytics to own and analyse division and product metrics: retention, monetisation, virality and engagement to report on variances and make product or operational recommendations

 

Job Context

The position impacts the organisation by improving the digital customer experience across the entire Automotive organisation (UAE and Overseas),

 

The incumbent is expected to establish, where practicable, standardised processes, methodologies and procedures that can be applied throughout the Automotive division, while maintaining compliance with the franchise Principals and the Laws unique to the respective countries and conditions applying to the individual Business Units.

 

Also, this position will be a key overall Al-Futtaim group stakeholder and will need to support group wide initiatives

 

 

Qualifications, experience, & skills

• Suitable university business qualification (Min Degree level)
• Expert knowledge and experience in Marketing, especially Digital Marketing related processes and practices
• Deep understanding of marketing (especially digital) tools, solutions and data. Expert in Google Analytics 360
• Expert understanding and knowledge of Marketing, Digital, CRO and Online Analytics
• Candidates who are considered for this role should have demonstrated a high-level of Commercial Acumen, Clear strategic thinking and have the ability to quickly create constituency and influence at a senior level.

 

Minimum Experience:

• 10+ years of experience in Customer Experience and product management
• 5+ years of experience with digital technologies
• 5+ years of experience managing teams of product managers/owners
• Experience managing customer centric and data led development practices across several teams
• Experience managing both onsite and remote product and development teams
• Ability to communicate with executive stakeholders on future value and past execution
• Bachelor's Degree in Marketing or Technical field, and/or technical leadership role preferred

 

Job-Specific Skills:

• Excellent written and verbal communications skills to communicate new product developments to stakeholders
• Excellent analytical and problem-solving skills when determining how to best solve market challenges
• Desire to work in a fast-paced in environment
• Ability to self-manage and self-motivate

 

Behavioural Competencies:

• Exceptional planning and organisational skill
• Strong communication and influencing skill
• Quality and result orientated
• Commercial and cultural awareness
• Interpersonal effectiveness and relationship building in multicultural environment
• Leadership and Team building

 

 

 

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