Head of Strategy & Customer | Al-Futtaim Automotive | BYD

Job Requisition ID: 169353 

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
The Head of Strategy and Customer at BYD KSA will be responsible for developing and executing comprehensive strategies to enhance customer experience, drive business growth, and position BYD as a leader in the Saudi Arabia automotive market. This role encompasses overseeing and managing specialized teams defining the entire customer journey—both physical and digital—gathering and analyzing customer insights, analyzing and managing lead performance, formulating charging infrastructure strategies, supervising the customer engagement center, and optimizing Customer Relationship Management (CRM) systems as well as digital communication journeys. The incumbent will collaborate closely with cross-functional teams to ensure alignment with the company's strategic objectives.

What you will do

• Design and implement strategies to enhance the end-to-end customer experience across all touchpoints, ensuring a seamless Omnichannel approach
• Lead the collection and analysis of customer data to gain deep insights into customer behavior, preferences, and needs, informing strategic decisions
• Conduct regular market analysis to identify trends, opportunities, and challenges, providing recommendations to adapt strategies accordingly
• Establish and monitor processes for lead qualification, tracking, and conversion to maximize sales opportunities and efficiency
• Oversee and optimize the CRM and Campaign Management systems to ensure effective management of customer relationships, data accuracy, and roll-out of a targeted, personalized and data-driven communication program
• Supervise the operations of the engagement center (call center), ensuring high-quality customer interactions and prompt resolution of inquiries and issues
• Develop and oversee the implementation of a comprehensive charging infrastructure strategy to support BYD's electric vehicle offerings and enhance customer convenience
• Develop and implement strategic initiatives that align with BYD KSA's business objectives, driving growth and competitive advantage in the market
• Work closely with sales, marketing, product development, and other departments to ensure cohesive strategy execution and optimal customer experience
• Establish key performance indicators (KPIs) to measure the effectiveness of strategies and initiatives, reporting on progress to the Managing Director

Required skills to be successful

• Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred
• Proven experience in strategic planning and customer experience management within the EV automotive industry
• Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies
• Knowledge of the Saudi Arabia automotive market and cultural nuances is highly desirable

About the team
The Head of Strategy and Customer will work closely with cross-functional teams, including marketing, IT, and customer service departments. This collaborative environment ensures that all strategic initiatives are aligned with the company's objectives and that the customer experience is optimized across all touchpoints.

What equips you for the role
You bring a wealth of experience in strategic planning and customer experience management within the EV automotive industry. Your strong analytical skills, leadership abilities, and proficiency in CRM systems and customer analytics tools make you an ideal candidate for this role. Additionally, your knowledge of the Saudi Arabian automotive market and cultural nuances will be invaluable in driving BYD's growth and competitive advantage in the region.

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. 
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.