Senior Manager - Customer Experience | Real Estate | Asset Management

Job Requisition ID: 169577 

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:

This role is responsible for shaping and executing customer-centric strategies that enhance satisfaction, engagement, and loyalty across all touchpoints of the customer lifecycle. This role plays a pivotal part in embedding a culture of excellence across CFC’s real estate assets by leading experience design, operational service delivery, and community engagement initiatives. Through data-driven insights and collaborative leadership, the role ensures that every customer interaction—whether digital, physical, or community-based—reflects CFC’s brand promise and delivers consistent, high-quality experiences that drive long-term value and brand advocacy.

What you will do:

• Customer Lifecycle & Journey Management:

Develop and oversee customer lifecycle strategies to ensure consistent satisfaction, loyalty, and retention across all asset classes.

• Service Operations & Excellence:

Lead customer-facing channels, including the call center and digital platforms. Ensure SLA compliance, quality assurance, and a high level of responsiveness.

• Feedback & Continuous Improvement:

Establish and manage feedback loops through surveys, reviews, and direct input. Turn insights into actionable improvements.

• Community Engagement & Brand Affinity:

Design and deliver engagement activities that build emotional connections with customers and residents across communities.

• Team Leadership & Development:

Lead and mentor the Customer Experience team to ensure high performance, growth, and alignment with company values.

Required Skills to be successful:

Minimum 10 years of experience in Customer Experience or related fields, with 3+ years in a leadership role.

What equips you for the role:

• Bachelor’s degree in business administration, marketing, or a related field
• Proven experience in customer journey strategy, call center management, and real estate or community engagement is preferred.
• Strong analytical and problem-solving abilities
• Excellent communication and stakeholder management
• Capability to lead experience transformation initiatives, manage resistance, and sustain behavioral change across teams.

About Al-Futtaim Group Real Estate
The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega-projects and the leasing, operation and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years. 
Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us.
AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.