Product Owner - Customer Engagement Platform (Builder) | Al-Futtaim Automotive

Job Requisition ID: 179386

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 We are looking for a hands-on Product Owner to build, integrate and scale Al-Futtaim Automotive’s Customer Engagement Platform—a connected layer that unifies customer data, journey orchestration and engagement across web, mobile, messaging, campaigns, service and AI-enabled interactions.

This is product-and-build work, not programme or vendor management. The role requires someone who can personally design, integrate and iterate solutions across multiple enterprise systems, turning a fragmented set of tools into one coherent, AI-enabled platform.

You will own the platform end-to-end—from architecture through build, launch, adoption and continuous optimization, creating a unified, predictive and personalized engagement layer that drives measurable business outcomes.

What You Will Do

• Personally prototype, build and iterate across the platform stack—data, orchestration, engagement and AI capabilities, treating each iteration as a hypothesis tested against live customer behavior
• Design and integrate systems across:
• Customer Data Platforms (CDP)
• SAP C4C (CRM)
• Genesys (contact center / engagement)
• Kore.ai (conversational AI)
• Microsoft Azure & Power Platform (cloud and orchestration)
• Own how the platform fits together—data models, APIs, integrations and orchestration layers—ensuring systems operate as one unified ecosystem
• Define and build the customer and vehicle digital state model, enabling real-time personalization and lifecycle engagement
• Design and optimize end-to-end customer journeys across web, mobile, messaging (e.g. WhatsApp), campaigns, service and AI-enabled channels
• Embed AI across the platform beyond chat, including:
• Next-best-action decisioning
• Automation workflows
• Content generation
• Conversational AI and internal copilots
• Continuously improving journeys using live interaction and behavioral data, driving measurable improvements in engagement, conversion and customer experience
• Drive end-to-end delivery and launch in collaboration with CX, Digital, Technology, Data, Operations and brand teams
• Define and manage key platform metrics—adoption, engagement, conversion, retention and cost-to-serve

Required Skills To Be Successful

• Proven hands-on experience building and shipping customer-facing platforms or platform-level capabilities integrating data, engagement and AI
• Strong experience working with and integrating:
• Customer Data Platforms (CDP)
• CRM systems (SAP C4C or equivalent)
• Engagement platforms (Genesys, Kore.ai or similar)
• Cloud and orchestration tools (Azure, Power Platform)
• Strong technical fluency in:
• APIs and system integrations
• Customer data modelling and identity resolution
• Platform architecture and orchestration workflows
• Experience designing cross-channel customer journeys with personalization and trigger-based engagement
• Practical understanding of LLMs, AI/ML and agent-based architectures applied to customer platforms