VP Customer Excellence Majid Al Futtaim

JOB TITLE
VP Customer Excellence | MAF Properties | Development Business Unit

ROLE SUMMARY
The Lead of Customer Excellence is responsible for developing and executing integrated customer experience and marketing strategies that enhance engagement, support project launches, and strengthen the MAFP brand. This role oversees both marketing and customer experience initiatives to deliver seamless, data-driven, and customer-centric strategies across all touchpoints.

ROLE PROFILE

Customer Experience Strategy & Vision

• Develop and lead the implementation of a comprehensive customer excellence strategy aligned with DBU s real estate development goals
• Ensure integration of customer feedback, insights, and behavioral data into decision-making across planning, design, sales, and operations

Team Leadership & Cross-Functional Alignment

• Lead a team of specialists in customer insights, journey design, marketing operations, and experience delivery
• Foster collaboration with Development, Sales, Marketing, Legal, and CX to ensure consistent customer focus throughout the asset lifecycle

Customer Journey Design & Delivery

• Oversee the mapping and continuous improvement of customer journeys across both B2B and B2C segments
• Define service standards, experience metrics, and escalation pathways across all touchpoints, from onboarding to post-handover

Analytics, Insights & Voice of Customer

• Ensure robust customer insights and sentiment analytics inform key decisions, campaigns, and product design
• Champion Voice of Customer programs and ensure systematic measurement of Net Promoter Score (NPS), CSAT, and other KPIs

Digital Experience & Innovation

• Drive the digital transformation of customer interaction channels including CRM, apps, and omni-channel platforms
• Explore and deploy new technologies to elevate engagement, personalization, and post-sales support

Internal and External Communication

• Partner with Development, Sales, Marketing, Legal, and CX teams to embed customer-centric strategies into planning, execution, and post-handover processes across DBU projects.
• Engage with research agencies, digital vendors, and technology providers to implement Voice of Customer programs, experience platforms, and customer engagement tools.

REQUIREMENTS

• 15+ years in customer experience, insights, or strategy roles, with 5+ years in a leadership role.
• Proven record in embedding CX within real estate, retail, or service-focused industries.
• Excellent communicator and collaborator across departments.
• Data-driven, strategic, and focused on measurable outcomes.
• Innovative and comfortable with leading digital transformation initiatives