General Manager – Digital Product & CX | Auto – Al-Futtaim | Dubai – Al Futtaim Group – Dubai, United Arab Emirates

The Role

The General Manager – Digital Products & Customer Experience role will be tasked with driving the growth of the business through a focus on consumer insights, customer experience design and data backed decisions which will lead to a digital products and CX strategy that delivers sales performance, margin strength and competitive advantage in the Automotive sector.


This is a critical role that will help us deliver not only on existing digital roadmaps and aspirations but will be bringing forward ideas and innovative new ways to provide best in class digital end to end customer experiences from ideation to go to market and beyond stages. This role will include developing a Centre of Excellence for Digital Product Management and Customer Experience Design that can service and support all brands within the Automotive division.


This role will use specific discipline & technical knowledge to plan and enable a strategic roadmap for agile web and digital development that integrates CX design, data analytics and digital / marketing automation in delivery outcomes for Automotive division digital aspiration with an ongoing role to drive continuous improvement beyond the completion of the initial uplift.


This role will work in a fast-paced environment, and collaborate with cross-functional teams, and business stakeholders, to define our digital product vision. In this role, the right candidate will be responsible for communicating that vision to senior leaders, business units teams within the automotive division and executive partners. This leader will also be responsible for forecasting the growth opportunities associated with that vision, executing its delivery, and evangelizing product adoption.


Key Accountabilities

  • Define and develop the framework and operating model of the Digital Product & CX as part of the Customer Centricity Centre of Excellence that can service and support all brands within the Automotive division
  • Lead and manage a team of high performing product managers through the product lifecycle and development processes
  • Develop product management talent and link business objectives to the team’s quarterly and annual goals
  • Exhibit sound product judgment, ability to formulate product strategy and present clear measurable objectives that will lead to achieving our business goals
  • Communicate the product vision and drive the different teams to the common goal
  • Collaborate with business stakeholders to define the roadmap and corresponding go-to-market strategies
  • Manage and coordinate cross-product dependencies across the Automotive division ensuring duplication of effort and wastage of budgets is eliminated
  • Define quarterly strategic plans and review execution to previous, quarterly plans with executive management
  • Evangelize the product vision, benefits to new feature capabilities, and educate stakeholders and internal teams on how they could be best used in their verticals of focus
  • Support sales teams in pre-sales, sales & after sales technical and go-to-market discussions
  • Work with team members, other delivery leaders, team leaders, program managers and stakeholders, to identify / manage cross-organisational dependencies and remove any impediments from the team while promoting self-management and individual accountability.
  • Organise and facilitate sprint planning, daily stand-up meetings, reviews, retrospectives, demonstrations and other required meetings.
  • Foster a team culture of innovation, creativity and thinking outside-the-box while adhering to architectural, governance, best practices and change guidelines.
  • Track and communicate team velocity and sprint/release progress.
  • Ensure the team is practicing the core delivery principles of collaboration, prioritisation, team accountability and visibility.
  • Effectively listen to the teams’ opinions/suggestions and empower the team to take ownership.
  • Provide inputs based on in-depth data analysis and demonstrate how that analysis impacts key product metrics
  • Manage prioritisation and trade-offs among customer experience, technical constraints and business drivers
  • Develop a deep understanding of our customers: their problems, their needs, their desires and use it to improve the experiences we deliver across all business units
  • Innovate, lead the industry and ensure we stay ahead of competitors in product features
  • Identify opportunities for key initiatives to enhance the customer experience and improve the customer experience
  • Partner closely with Analytics to own and analyse division and product metrics: retention, monetisation, virality and engagement to report on variances and make product or operational recommendations

Job Details

Posted Date: 2020-06-08
Job Location: Dubai, United Arab Emirates
Job Role: Management
Company Industry: Other Business Support Services

Preferred Candidate

Career Level: Management
Degree: Bachelor’s degree

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