Sr. Manager - Customer Experience| Asset Management | Real Estate

Job Requisition ID: 178507 Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day Overview of the role: Responsible for developing and implementing customer-centric strategies that enhance satisfaction, engagement, loyalty, and retention across the entire customer lifecycle. The role drives service excellence and community engagement initiatives across CFC’s real estate portfolio, ensuring the consistent delivery of seamless, high-quality experiences across all customer touchpoints. By leveraging customer insights, feedback, and performance data, the role identifies opportunities for continuous improvement, strengthens customer relationships, and fosters a culture of customer centricity that supports CFC’s brand promise, enhances asset value, and drives long-term business success. What you will do: Customer Lifecycle & Journey Management • Develop and implement customer lifecycle strategies to enhance satisfaction, loyalty, retention, and advocacy across all asset classes. • Map, monitor, and continuously improve customer journeys to ensure a seamless experience across all touchpoints. • Identify opportunities to strengthen customer engagement and long-term relationship management. Service Operations & Excellence • Oversee all customer-facing channels, including the call center, digital platforms, and service touchpoints. • Ensure compliance with service standards, SLAs, and quality assurance requirements. • Drive service excellence initiatives to improve responsiveness, efficiency, and overall customer satisfaction. Feedback & Continuous Improvement • Design and manage customer feedback mechanisms, including surveys, reviews, focus groups, and direct customer interactions. • Analyze customer insights and trends to identify improvement opportunities and address recurring issues. • Collaborate with internal stakeholders to implement customer-driven enhancements across the business. Community Engagement & Brand Affinity • Develop and execute community engagement programs, events, and initiatives that strengthen customer relationships and foster a sense of belonging. • Support the delivery of internal communications and customer engagement campaigns across communities. • Drive initiatives that enhance brand perception, customer loyalty, and community participation. Team Leadership & Development • Lead, coach, and develop the Customer Experience team to ensure high levels of performance and engagement. • Establish clear objectives, monitor performance, and provide ongoing feedback and development opportunities. • Foster a customer-centric culture and ensure alignment with organizational values and business objectives. Required Skills to be successful: - 10+ years of experience in Customer Experience, Customer Service, Community Management, or related fields, with at least 3 years in a leadership role. - Proven experience in customer journey design and management, service excellence, call center operations, and customer engagement initiatives. - Strong analytical and problem-solving skills, with the ability to leverage customer insights and data to drive continuous improvement. - Excellent communication, presentation, and stakeholder management skills, with the ability to influence cross-functional teams and senior leadership. - Proven ability to lead customer experience transformation initiatives, manage change, and embed a customer-centric culture across the organization. - Strong project management and organizational skills, with the ability to manage multiple priorities and deliver results in a fast-paced environment. - Experience within the real estate, mixed-use development, hospitality, or community management sectors is highly preferred. - Proficiency in customer experience platforms, CRM systems, Microsoft Office applications, and customer analytics tools. What equips you for the role: - Bachelor’s degree in business administration, Marketing, Communications, or a related field. - Professional certifications in Customer Experience (CX), Customer Service, CRM, or related disciplines are considered an advantage. - Strong understanding of customer li