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Customer Journey Manager - Automotive

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Date: 27 Mar 2025

Location: Dubai, United Arab Emirates

Company: Al Rostamani Group of Companies LLC

Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment.

Al Rostamani Trading Company is the sole authorized distributor of Suzuki and Citroën across the UAE with Sales, Service and Parts outlets able to serve its customers throughout the country.

Job Purpose

The Customer Journey Manager is responsible for designing, managing, and optimizing the end-to-end customer experience at ARTC across all sales and after-sales touchpoints. This role ensures a seamless, engaging, and customer-centric journey by overseeing Customer Care, CRM, and digital engagement initiatives. The incumbent will drive customer satisfaction, retention, and loyalty by implementing data-driven strategies, enhancing service processes, and improving customer interactions. This role includes ensuring that ARTC delivers the best possible and unique customer experience through both physical elements in facilities and digitalization processes (back-office and front-office).

Job Responsibilities

•    Develop and implement a customer journey strategy to enhance the experience at every stage, from inquiry to post-sales service.
•    Map and analyze customer touchpoints to identify pain points and opportunities for improvement.
•    Drive digital transformation initiatives to enhance customer engagement through online and offline channels.
•    Lead the Customer Care team to ensure timely resolution of customer queries and complaints.
•    Establish and monitor customer service KPIs, such as response time, resolution rate, and customer satisfaction scores (NPS).
•    Implement feedback loops and action plans to continuously improve service quality.
•    Oversee ARTC’s CRM and DMS system, ensuring accurate customer data management, segmentation, and personalized engagement.
•    Develop and execute customer retention and loyalty programs to enhance repeat business and brand advocacy.
•    Utilize data analytics and customer insights to drive decision-making and improve overall experience.
•    Design and implement customer engagement initiatives, including surveys, campaigns, and loyalty programs.
•    Work closely with the Marketing team to ensure consistent communication and brand messaging across all touchpoints.
•    Partner with Sales, After-Sales, and Network Development teams to align customer experience strategies with business goals.
•    Conduct regular customer satisfaction and loyalty assessments to track progress and identify areas for improvement.
•    Stay updated on industry trends, best practices, and emerging technologies in customer experience and CRM and DMS.
•    Establish strong correlations between the customer journey and its KPIs with financial gains and losses, providing insights to optimize profitability and service efficiency.
•    Work on creating and integrating the ARTC customer ecosystem and also linking it with the ARG ecosystem to provide a seamless experience.

Job Requirements

Qualifications:

Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field

Experience:

  • 7+ years of experience in customer experience management, CRM, or customer care within the automotive or retail industry.
  • Strong understanding of customer journey mapping, data analytics, and service improvement methodologies.
  • Hands-on experience with CRM platforms (Salesforce, SAP, or similar) and customer feedback tools.
  • Excellent problem-solving, leadership, and stakeholder management skills.

Knowledge & Skills:

 

  • Strong analytical and strategic thinking abilities.
  • Proficiency in customer service automation tools and AI-driven engagement platforms.
  •  Ability to drive cross-functional collaboration and influence key stakeholders.

Strong verbal and written communication skills, with a customer-first mindset

At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision. If this position represents an opportunity you wish to pursue, we invite you to apply.