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 goalsEnsure 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 deliveryFoster 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 segmentsDefine 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 designChampion 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 platformsExplore 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 initiativesBachelor’s degree in Business, Marketing, Customer Experience, or related fieldMaster’s degree or Executive Education in CX Strategy or Digital Transformation is preferred

WHAT WE OFFER

At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!Work in a friendly environment, where everyone shares positive vibes and excited about our future.Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.