Product Owner - Customer Engagement Platform (Builder) | Al-Futtaim Automotive

Job Requisition ID: 179386 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 We are looking for a hands-on Product Owner to build, integrate and scale Al-Futtaim Automotive’s Customer Engagement Platform—a connected layer that unifies customer data, journey orchestration and engagement across web, mobile, messaging, campaigns, service and AI-enabled interactions. This is product-and-build work, not programme or vendor management. The role requires someone who can personally design, integrate and iterate solutions across multiple enterprise systems, turning a fragmented set of tools into one coherent, AI-enabled platform. You will own the platform end-to-end—from architecture through build, launch, adoption and continuous optimization, creating a unified, predictive and personalized engagement layer that drives measurable business outcomes. What you will do • Personally prototype, build and iterate across the platform stack—data, orchestration, engagement and AI capabilities, treating each iteration as a hypothesis tested against live customer behavior • Design and integrate systems across: 1. Customer Data Platforms (CDP) 2. SAP C4C (CRM) 3. Genesys (contact center / engagement) 4. Kore.ai (conversational AI) 5. Microsoft Azure & Power Platform (cloud and orchestration) • Own how the platform fits together—data models, APIs, integrations and orchestration layers—ensuring systems operate as one unified ecosystem • Define and build the customer and vehicle digital state model, enabling real-time personalization and lifecycle engagement • Design and optimize end-to-end customer journeys across web, mobile, messaging (e.g. WhatsApp), campaigns, service and AI-enabled channels • Embed AI across the platform beyond chat, including: 1. Next-best-action decisioning 2. Automation workflows 3. Content generation 4. Conversational AI and internal copilots • Continuously improving journeys using live interaction and behavioral data, driving measurable improvements in engagement, conversion and customer experience • Drive end-to-end delivery and launch in collaboration with CX, Digital, Technology, Data, Operations and brand teams • Define and manage key platform metrics—adoption, engagement, conversion, retention and cost-to-serve Required skills to be successful • Proven hands-on experience building and shipping customer-facing platforms or platform-level capabilities integrating data, engagement and AI • Strong experience working with and integrating: 1. Customer Data Platforms (CDP) 2. CRM systems (SAP C4C or equivalent) 3. Engagement platforms (Genesys, Kore.ai or similar) 4. Cloud and orchestration tools (Azure, Power Platform) • Strong technical fluency in: 1. APIs and system integrations 2. Customer data modelling and identity resolution 3. Platform architecture and orchestration workflows • Experience designing cross-channel customer journeys with personalization and trigger-based engagement • Practical understanding of LLMs, AI/ML and agent-based architectures applied to customer platforms • Strong product thinking—hypothesis-driven development, rapid iteration and metrics-led decision-making • Strong analytical capability with experience improving engagement, conversion and lifecycle performance • Excellent stakeholder management across business, technology and operations teams • Builder mindset with strong pace of execution and ability to work in ambiguous, transformation environments About the team You will be part of Al-Futtaim Automotive’s Digital Ecosystem / Digital Transformation & AI Enablement function. This team is responsible for building a connected, AI-enabled engagement platform that unifies customer data, orchestration and interactions, delivering seamless, intelligent and personalized experiences across all customer touchpoints. What equips you for the role • Degree in Product Management, Computer Science, Engineering, Data/Analytics, Business or a related discipline • 8–12+ years’ experience, with: 1.