Job Requisition ID: 182848
About Al-FuttaimEstablished in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.
Overview of the role:Develop and execute Customer Relationship Management (CRM) strategies that enhance customer retention, loyalty, and engagement through data-driven campaigns, customer journey optimization, and personalized communications that support business growth objectives
What you will do:
- * Lead process optimization initiatives and system enhancements to improve customer experience and operational efficiency.
- Design and develop customized reports, dashboards, and tracking tools to provide performance visibility and support data-driven decision-making.
- Collaborate with cross-functional stakeholders to identify, resolve, and prevent customer experience issues, driving customer satisfaction and retention.
- Generate ad hoc and recurring CRM reports and insights to support business objectives and program delivery.
- Monitor Customer Satisfaction (CSAT) performance, identify improvement opportunities, and drive initiatives to achieve organizational targets.
- Analyse customer feedback, behavioural trends, and CRM performance metrics to identify opportunities for customer experience enhancement.
- Present actionable insights, trends, risks, and recommendations to Customer Experience leadership to support strategic decision-making.
- Support the development and execution of customer engagement, retention, and loyalty initiatives through data analysis and performance monitoring.
- Ensure data accuracy, integrity, and consistency across CRM systems and reporting platforms.
- Track and measure the effectiveness of CRM campaigns, customer journeys, and retention programs to maximize business impact.
- Manage customer complaints and ticketing workflows, audit service quality, and coordinate cross-functional issue resolution.
- Develop and maintain customer databases, segmentation and personalized campaigns; track CSAT, NPS, retention, engagement, conversion, customer lifetime value and data quality.
Required Skills to be successful:
- * 7–10 years of experience in CRM, including customer lifecycle management, retention and loyalty programs.
- Proven experience in customer lifecycle management and retention programs.
- Experience in CRM campaign planning, execution, and optimization.
- Experience managing customer segmentation and personalization initiatives.
- Customer centricity, strategic thinking, and analytical thinking.
What equips you for the role:
- * CRM strategy development.
- Customer analytics and reporting.
- Data-driven decision-making.
- Loyalty program management.
- Experience with CRM platforms such as Salesforce, Microsoft Dynamics, SAP CRM, HubSpot, or equivalent.
- Proficiency in Power BI, dashboards, reporting tools and customer service ticketing systems.
About Al-Futtaim Real EstateWith a legacy of more than six decades in real estate and asset management, Al-Futtaim Real Estate – part of Al-Futtaim – creates real impact on the communities it serves through long-term investment and growth. As one of the region’s leading private developers, the company plans, creates and manages developments across the MENA region.
Al-Futtaim Real Estate has a diversified, multi-billion-dollar portfolio across the real estate value chain and asset types such as residential, commercial, malls and industries including hospitality, healthcare, infrastructure and education. Flagship mixed-use urban communities include Dubai Festival City and Cairo Festival City.
Al-Futtaim Real Estate is also responsible for Al-Futtaim Contracting, a fully integrated, end-to-end specialist division operating across the UAE, Saudi Arabia, Qatar and Egypt. The business has delivered industry-leading construction, engineering, technology and FM solutions for more than 50 years.
