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Sales Account Manager - CX | Al Futtaim Technologies | Dubai, U.A.E.

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Date: 12-Apr-2019

Location: Dubai, AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: 32369 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.


As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.


Come join us to live well, work better, and be the best.

The Sales Account Manager - Customer Experience (CX) position operates within the context of identifying with business and IT stakeholders, opportunities for digital transformation of customer experience/customer engagement, contact center, customer journeys, and process optimizations to achieve professional services and software revenue for AFT CX offerings like Genesys, CRM and CX Analytics, Customer Engagement Center. This position requires helping customers traverse though digital transformation of the customer experience platform increasing proliferation of AFT professional services and products/solutions both in terms of both -scale of adaption and maturity/sophistication of CX within existing accounts, and acquisition of new business from other customers for similar purpose.  It is therefore very important to have quality engagement with senor business management of customers, sound customer relationship management and customer advocacy to ultimately achieve AFT sales targets. Promotes use of AFT Customer Experience Technology, solutions and resources (software, Professional Services, Technical Support) available to ensure optimal use and customer satisfaction. Ensure that AFT Customer Experience Platform software & professional services’ sales targets are achieved as per the business plan.

  • Achieving sales targets for AFT Customer Experience software and Services as per business plan.
  • Pursue relationships and opportunities in parallel to widen the bandwidth of sales activity, build trust with all customer contacts, and to promote and maintain the integrity of the AFT/Principals/client relationship.
  • Develop (in conjunction with AFT management) and manage overall Account Engagement Plan (AEP) that documents all SSOs, Action Plans, the support resources (SE, consulting, etc.) required for each step, and the timeframes for all elements.
  • Compiles status reports and ensures that account action items are completed and/or escalates to appropriate level of management when needed.


The Sales Account Manager - Customer Experience (CX) will report to the Sr. Sales Manager - Digital Transformation, however, channels exists for direct communication with the General Manager and other member from the senior leadership team at weekly meetings or as and when required. 

To be successful in this role, you should have a bachelor's degree in engineering specialised in computer science or related disciplines. Masters in Business Administration is an asset. Minimum of 7+ years proven experience in software solution selling of CRM/Customer Engagement Center/Customer Experience platform (min 5 years in GCC). Must have continuous and exclusive software business applications experience of min 7 years.

Proven experience and expertise in business applications software solutions selling in the field of - CRM, Customer Engagement Centers preferably from one of these platforms – Genesys, SalesForce, Pega systems, Oracle, Zendesk. Well versed in dealing with business users and senior business management and other senior stakeholders - Chief Transformation Officers, Digital transformation Managers, eChannel Managers, CRM Managers, Customer experience QA Managers to identify opportunities for digital transformation of customer experience/customer engagement, contact center, customer journeys, and process optimizations. Clear understanding of sales strategies and cycles. Excellent problem solving, organizational, functional presentation, decision-making written, oral, interpersonal skills. Ability to conceptualize client needs and translate into specific implementation strategies. Travel as business requirements dictate at management discretion. Must have business knowledge of CRM, Customer engagement Center /contact Center technology/solutions, architecture and resources, including but not limited to following.

  • Digital workflow/business process management support
  • Customer service and support business applications
  • CX analytics
  • Multimodal capabilities, such as chat within mobile self-service
  • Support for both self-service and assisted service across Omni channels
  • Context mining of voice and text
  • Social media engagement
  • Connection to the Internet of Things (IoT)
  • Workforce Optimization for agents.
  • Automation of engagement using artificial intelligence (AI)-like bots and virtual agents
  • knowledge management
  • Case Management
  • Messaging

Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative oriented environment. Identifies market potential by qualifying accounts. Expands sales in existing accounts by introducing new products and services; developing new applications. Contributes information to market strategy by monitoring competitive products and reactions from accounts.

The Sales Account Manager - Customer Experience (CX) will have to demonstrate excellent leadership qualities, be customer focused and be able to handle multiple and often conflicting priorities. Ability to work independently and as part of a team. Sound communication and articulation skills. A demonstrated commitment to high professional ethical standards in a diverse workplace. Ability to challenge and debate issues of importance to the organization. It is essential the incumbent should have excellent interpersonal skills and a collaborative management style. Excels at operating in a fast pace, community environment. Have the ability to look at situations from several points of view. Delegate responsibilities effectively. Excellent problem analytical skills and problem simulation. Should have a high comfort level working in a diverse environment. Open to direction and collaborative work style and commitment to get the job done. Manage cross-functional relationships effectively. Strong verbal and writing skills, with regards to contractual communication. People management skills & problem solving skills. Excellent managerial & administrative skills however at the same time hands on with day to day business operations. Detail oriented and good reporting skills. Establish clear lines of communication both internally & externally. Strong commercial expertise in driving business results. 



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