VP Customer Excellence
Majid Al Futtaim
Employer Active
Posted 5 hrs ago
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Experience
15 - 20 Years
Job Location
Education
Bachelor of Business Administration(Management)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Key Responsibilities
- Develop and execute an integrated customer excellence strategy aligned with real estate development goals.
- Ensure customer insights and behavioral data guide planning, design, and operational decisions.
- Lead specialists across customer insights, journey design, marketing operations, and CX delivery.
- Drive cross-functional alignment with Development, Sales, Marketing, Legal, and CX teams.
- Oversee mapping and continuous improvement of customer journeys for B2B and B2C segments.
- Define service standards, experience metrics, and escalation pathways across all touchpoints.
- Lead Voice of Customer, NPS, CSAT, and sentiment analytics programs.
- Champion digital transformation of CRM, apps, and engagement platforms.
- Identify and deploy innovative technologies to strengthen personalization and post-sales support.
- Manage external relationships with agencies, digital vendors, and CX technology providers.
- Support project launches and brand-building efforts within the Development Business Unit.
Skills Set
- Customer journey design and optimization
- Customer insights, analytics, and behavioral data interpretation
- Digital transformation and CRM platforms
- Leadership and team development
- Stakeholder and vendor management
- Customer satisfaction metrics (NPS, CSAT)
- Omni-channel experience design
- Strategic planning and execution
Why Join Us
- Be part of a leading regional group shaping innovative customer experiences.
- Work in a collaborative environment that encourages creativity and data-driven decision-making.
- Join a diverse team of professionals across a wide range of disciplines.
- Grow within a company committed to talent development and continuous improvement.
Desired Candidate Profile
15+ years in customer experience, insights, strategy, or related roles.
Minimum 5 years in a senior leadership capacity.
Proven background embedding CX within real estate, retail, or service-driven sectors.
Strong communicator with exceptional cross-functional collaboration skills.
Highly analytical, strategic, and focused on measurable experience outcomes.
Adept in digital transformation and modern customer engagement technologies.
Bachelor s degree in Business, Marketing, or related field; Master s preferred.
Company Industry
Department / Functional Area
Keywords
- VP Customer Excellence
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Majid Al Futtaim
Majid Al Futtaim is a leading regional conglomerate known for pioneering customer-focused experiences across real estate, retail, leisure, and lifestyle sectors. Its Dubai-based Development Business Unit delivers world-class destinations built around innovation, sustainability, and community impact, supported by a culture that values excellence, collaboration, and long-term growth.