Customer 360 & Engagement GM

Financial Job Dimensions

Degree of supervision

Works with high autonomy to define the "Customer 360" roadmap; operational decisions are final.

Level of Authority

Full authority over customer engagement frameworks, data monetization strategies, and automation investments in customer.

Purpose of the Job

To lead the strategic transformation of the organization into a data-driven "System of Intelligence." This executive role owns the Customer 360 capability and the CRM Operational Ecosystem—creating a unified "Golden Record" of the guest while ensuring the stability, scalability, and adoption of CRM platforms across Toyota and Lexus. The incumbent is responsible for orchestrating the end-to-end customer engagement lifecycle, utilizing advanced analytics and AI driven propensity models to transition sales operations from intuition-based to evidence-based precision targeting. This role bridges the gap between technical infrastructure, sales operations, and business revenue generation, ensuring the "D³ Transformation" delivers measurable ROI through hyper-personalized guest experiences and efficient operational workflows.

Key Accountabilities: Description

1. Customer 360 & Data Unification
2. Revenue Generation & Monetization
3. Engagement & Retention Strategy
4. Operational Excellence & Automation
5. Strategic Leadership & Adoption

Key Accountabilities: Performance Indicators

• Completion of the "Golden Record" (Single Customer View) across Sales, Service, and Web.
• Data Richness Score: Coverage of behavioral & transactional attributes per unique VIN. 
• Lead-to-Sale Conversion Rate: Increase by targeting high-propensity segments (Target: +X% YoY).
• Incremental Revenue: Revenue generated directly from data-driven automated journeys. 
• Customer Lifetime Value (CLV): Measurable increase in CLV through retention loops
• Churn Reduction: % reduction in active customer churn via predictive intervention. 
• Automation Coverage: % of customer touchpoints managed via "ZeroTouch" automated workflows.
• Campaign Time-to-Market: Reduction in time from insight to campaign launch. 
• Adoption Rate: Utilization of "Propensity to Buy" scores by Sales Teams.
• Team Development: Succession planning and upskilling of Analytics & Automation teams. 

Major Activities

1. Strategic Vision & Roadmap: Define and execute the long-term strategy for "Customer 360," transforming raw data into a strategic asset that “D³” data drives decision-making across the entire ALJ automotive group.
2. Unified CDP & CRM Ecosystem Ownership: Lead the implementation and maturation of the Customer Data Platform (CDP) and manage the roadmap for core CRM operational platforms (Salesforce/Dynamics), ensuring seamless integration between "System of Record" and "System of Engagement.
3. Advanced Analytics & AI Modeling: Oversee the development of predictive models (e.g., "Propensity to Buy," "Churn Risk"), ensuring these insights are actionable and directly integrated into sales workflows.
4. Lifecycle Engagement Orchestration: Direct the "Data & Marketing Automation" function to design complex, multi-channel customer journeys that nurture leads from awareness to ownership and loyalty.
5. Cross-Functional Business Integration & Operational Support: Act as the strategic bridge between "Digital Experience" and "Sales/aftersales Operations," ensuring digital insights translate into physical showroom actions and that CRM workflows support daily sales activities.
6. Data monetization: Identify and execute opportunities to monetize customer data through targeted up-selling, cross selling (Aftersales packages), and partner ecosystem integration.
7. Performance Intelligence: Govern the "Data & Performance Analytics" function, moving beyond basic reporting to provide "Objective, Actionable Intelligence" to C-level stakeholders.
8. Governance & Compliance: Champion data privacy and governance standards in collaboration with Legal/Compliance, ensuring all "Customer 360" initiatives adhere to NDMO/SDAIA regulations.
9. Vendor & Partner Management: Manage high-level relationships with technology vendors (CRM, CDP, AI, etc.) to ensure maximum value extraction and technological future-proofing.
10. eadership & Culture: Foster a "test-and-learn" agile culture within the CRM vertical, driving the shift from traditional marketing to algorithmic, data-led experimentation.

Job Context

• The role operates at a transformative level, shifting the organization's core sales logic from reactive to predictive. Failure in this role impacts the entire digital revenue stream.
•  The scope covers both Toyota and Lexus brands, requiring the ability to manage distinct brand identities within a shared data infrastructure. It involves managing the convergence of complex technical projects (Data Lakes/Integration) with high-pressure business sales targets and operational support for the salesforce

Framework, Boundaries & Decision Making Authority

• Strategic Direction: The job holder operates under the broad strategic direction of the SGM-CRM but holds final approval authority on data architecture decisions that affect the Customer 360 view.
• Financial Authority: Has autonomy to allocate the approved budget toward high-impact automation or analytics initiatives without seeking transactional approval.
• Operational Authority: Full authority to restructure the engagement workflows and redefine how sales teams receive and process data-qualified leads. 

Organizational / Functional Strategic Focus

• The Architect of Growth: The job holder is not just maintaining a system but building the "Brain" of the sales operation.
• Integration Hub: Sits at the center of the "Delivery", connecting the "Digital Experience" inputs with the "Sales Operation" outputs.
• Future Readiness: Responsible for preparing the organization for the AI era by building the foundational data layers today. 

Minimum Qualifications

Bachelor’s degree in business, Data Science, Marketing Technology, or related field.

Minimum Experience

• 5+ Years of progressive experience in CRM, Digital Transformation, Data Strategy.
• 4+ Years in a leadership role managing multi-disciplinary teams (Analytics + Marketing).
• Experience in Automotive or High-Velocity Retail is a significant advantage 

Job-Specific Skills

• Expertise in CRM Operational Management (Lead-to-Order workflows, etc.).
• Expertise in CDP & CRM Architectures (Salesforce).
• Strategic proficiency in Data Analytics (propensity modeling, segmentation).
• Change Management: Ability to drive adoption of data tools among non-technical sales teams.
• Financial Acumen: ROI modeling and budget management 

Languages

Fluent in English & Arabic

Special Certifications / Membership

Data Science, CRM (Salesforce Certified etc.), or Agile Project Management certifications are a plus.

Competencies