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

Role Summary

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.

Responsibilities

• 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

Requirements

Skills

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:
• 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
• Strong product thinking—hypothesis-driven development, rapid iteration and metrics-led decision-making
• Strong analytical capability with experience improving engagement, conversion and lifecycle performance
• Excellent stakeholder management across business, technology and operations teams
• Builder mindset with strong pace of execution and ability to work in ambiguous, transformation environments

About the Company

You will be part of Al-Futtaim Automotive’s Digital Ecosystem / Digital Transformation & AI Enablement function.

This team is responsible for building a connected, AI-enabled engagement platform that unifies customer data, orchestration and interactions, delivering seamless, intelligent and personalized experiences across all customer touchpoints.

What equips you for the role

1. Degree in Product Management, Computer Science, Engineering, Data/Analytics, Business or a related discipline
2. 8–12+ years’ experience, with:
3. 4–6+ years in product management or platform ownership, and
4. Proven experience building and integrating platforms combining data, engagement and AI
5. Demonstrable track record of:
6. Delivering platform capabilities from architecture → build → launch → optimization
7. Integrating enterprise systems such as CDP, CRM, cloud, engagement tools and orchestration layers
8. Working closely with engineering, data and platform teams to build real solutions
9. Strong preference for candidates who have:
10. Built customer engagement / martech / growth platforms in-house
11. Worked in product-led or platform environments (not just vendor-led implementations)
12. Experience in industries with complex customer journeys (e.g. e-commerce, telco, fintech, mobility)
13. Experience with conversational AI or AI-enabled customer engagement is a strong advantage

Important note: This is a hands-on platform builder role.