Job description

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: 

1.  Customer Data Platforms (CDP)

2.  SAP C4C (CRM)

3.  Genesys (contact center / engagement)

4.  Kore.ai (conversational AI)

5.  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: 

1.  Next-best-action decisioning

2.  Automation workflows

3.  Content generation

4.  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

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: 

1.  Customer Data Platforms (CDP)

2.  CRM systems (SAP C4C or equivalent)

3.  Engagement platforms (Genesys, Kore.ai or similar)

4.  Cloud and orchestration tools (Azure, Power Platform)

•  Strong technical fluency in: 

1.  APIs and system integrations

2.  Customer data modelling and identity resolution

3.  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 team

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

•  Degree in Product Management, Computer Science, Engineering, Data/Analytics, Business or a related discipline

•  8–12+ years’ experience, with:

1.  4–6+ years in product management or platform ownership, and

2.  Proven experience building and integrating platforms combining data, engagement and AI

•  Demonstrable track record of:

1.  Delivering platform capabilities from architecture → build → launch → optimization

2.  Integrating enterprise systems such as CDP, CRM, cloud, engagement tools and orchestration layers

3.  Working closely with engineering, data and platform teams to build real solutions

•  Strong preference for candidates who have:

1.  Built customer engagement / martech / growth platforms in-house

2.  Worked in product-led or platform environments (not just vendor-led implementations)

3.  Experience in industries with complex customer journeys (e.g. e-commerce, telco, fintech, mobility)

4.  Experience with conversational AI or AI-enabled customer engagement is a strong advantage