Customer Experience Senior General Manager

Job Description

Who we are?

Abdul Latif Jameel is a diversified business of independent entities that include automotive distribution, auto parts manufacturing, financial services, renewable energy, environmental services, health, land and real estate development, logistics, electronics retailing and media services.

Established in 1945 Abdul Latif Jameel has dual headquarters in Jeddah, Saudi Arabia and Dubai, United Arab Emirates, and currently has operations in 30 countries employing approximately 11,000 people from more than 40nationalities.

The term Abdul Latif Jameel refers broadly to several distinct, separate and independent legal entities. It is not itself a corporate entity, association or conglomerate run by an overarching parent company but merely refers to a group of distinct and wholly separate legal entities that are collectively referred to as Abdul Latif Jameel.

Main Job Responsibilities:

1 Define physical & digital CX vision, mission, and principles aligned with corporate strategy.

2 Develop governance frameworks, SOPs, SLAs, and guidelines for all CX touchpoints.

3 Design short-, mid-, and long-term physical & digital strategies (integrating physical + digital journeys).

4 Align with executive leadership to embed physical & digital CX into organizational priorities.

5 Map and analyze customer journeys to identify gaps and opportunities.

6 Design and deploy showroom experiences, digital signage, booking tools, and personalization solutions

7 Champion a culture of customer-centric design thinking across the organization.

8 Collaborate with Marketing, Product Planning, and Retail Operations to synchronize physical & digital CX efforts

9 Develop CX KPIs and dashboards (NPS, footfall, lead conversion etc).

10 Measure ROI of CX initiatives and recommend data-driven improvements.

11 Regularly present performance results and strategic recommendations to senior leadership.

Minimum Qualifications: Bachelor’s Degree in Marketing, Business Administration MBA or master’s in marketing is a plus

Minimum Experience: 6 years in related fields with 2 years in supervisory role

Job-Specific Skills: Time Management, Management of Personnel Resources, Monitoring, and Implementation Active Learning, Stress Tolerance, Achievement/Effort, Awareness and Problem-Solving Skill Problem Sensitivity, Deductive Reasoning, Good knowledge of different business functions Strong leadership qualities

Special Certification or Membership: Marketing certifications are a plus

• The worker will work with a daily standard of (48) hours per week.
• The job posting will expire in 7 days - Apply while the opportunity lasts!