Product Owner - Customer Engagement Platform (Builder)

Role overview

This position is a practical, build-focused Product Owner role within Al-Futtaim Automotive. The assignment is to create, connect and expand a Customer Engagement Platform that brings together customer data, journey orchestration and engagement across web, mobile, messaging, campaigns, service and AI-driven interactions.

The role is centered on hands-on product development rather than programme coordination or vendor oversight. You will personally shape, integrate and refine solutions across multiple enterprise systems, with the aim of replacing disconnected tools with a single, intelligent platform.

You will be accountable for the platform from concept and architecture through development, launch, adoption and ongoing improvement, with the goal of delivering a unified, predictive and personalized engagement layer that supports measurable business results.

About the team

You will join Al-Futtaim Automotive’s Digital Ecosystem / Digital Transformation & AI Enablement function. The group is responsible for building a connected, AI-enabled engagement environment that consolidates customer data, orchestration and interactions to create seamless and personalized experiences across every customer touchpoint.

Key responsibilities

• Independently prototype, develop and refine capabilities across the platform stack, including data, orchestration, engagement and AI, and validate each iteration against live customer behavior.
• Plan and connect solutions across customer data platforms, CRM, engagement tools, cloud services and orchestration layers.
• Shape how the platform works as a whole, including data structures, APIs, system integrations and orchestration, so all components function as one ecosystem.
• Create and maintain the digital state model for customers and vehicles to support real-time personalization and lifecycle communication.
• Design and optimize customer journeys across web, mobile, messaging channels such as WhatsApp, campaigns, service journeys and AI-enabled touchpoints.
• Apply AI across the platform beyond conversational use cases, including next-best-action logic, workflow automation, content generation, conversational experiences and internal copilots.
• Use live interaction and behavioral data to continuously improve engagement, conversion and overall customer experience.
• Lead delivery and launch activities in partnership with CX, Digital, Technology, Data, Operations and brand stakeholders.
• Define and track core platform measures such as adoption, engagement, conversion, retention and cost-to-serve.

Required skills and experience

• Demonstrated ability to build and release customer-facing platforms or platform features that combine data, engagement and AI capabilities.
• Experience integrating customer data platforms, CRM solutions, engagement platforms and cloud/orchestration tools.
• Strong technical understanding of APIs, system integrations, identity resolution, customer data modelling, platform architecture and orchestration workflows.
• Capability to design cross-channel customer journeys using personalization and trigger-based engagement.
• Working knowledge of large language models, AI/ML and agent-based architectures in customer platform contexts.
• Product mindset with a bias toward hypothesis-led development, rapid experimentation and metrics-based decisions.
• Analytical strength with a record of improving engagement, conversion and lifecycle outcomes.
• Strong stakeholder management skills across business, technology and operations teams.
• Self-starting builder mentality, strong execution speed and comfort working in ambiguous transformation settings.

Qualifications and background

A degree in Product Management, Computer Science, Engineering, Data/Analytics, Business or a closely related field is preferred. The role calls for 8–12+ years of experience overall, including 4–6+ years in product management or platform ownership, along with direct experience building and integrating platforms that combine data, engagement and AI.

A successful candidate should have a proven track record of taking platform capabilities from architecture through build, launch and optimization, while working closely with engineering, data and platform teams to deliver real solutions. Experience building customer engagement or martech/growth platforms in-house is especially valuable, as is experience in product-led or platform-led environments rather than purely vendor-led implementations.

Experience in sectors with complex customer journeys such as e-commerce, telecom, fintech or mobility is a strong plus. Background in conversational AI or AI-enabled customer engagement is also an advantage.

About Al-Futtaim Automotive

Al-Futtaim Automotive is a major business within the UAE-based Al-Futtaim Group and operates across 10 countries in the Middle East, Asia and Africa. Its activities span distribution, manufacturing, leasing and aftersales, and it represents well-known automotive brands including Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.

The business is focused on customer-centric innovation, high standards of quality and value-added service across a wide range of mobility customers, from enthusiasts and fleet operators to contractors. Its mission is to lead in custom-made mobility solutions by delivering world-class omnichannel experiences.

The company employs a team of around 9,000 people and supports career growth across the organization.

Additional information

Job requisition ID: 179386.

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

Al-Futtaim Group was established in the 1930s and is now one of the region’s most diversified privately held businesses, headquartered in Dubai, United Arab Emirates. It operates through five divisions: automotive, financial services, real estate, retail and healthcare, and employs more than 35,000 people across over 20 countries in the Middle East, Asia and Africa.

The group partners with more than 200 globally admired brands and is guided by the values of respect, excellence, collaboration and integrity.