Role: CTPO
Location: Dubai, UAE | Global talent welcome
This is a once-in-a-career opportunity to define a new function, lead digital innovation, and own the omnichannel customer experience.
My global client is creating a brand-new, game-changing role: a senior IT leader to own their entire omnichannel digital ecosystem. Think CTPO/CPO for every customer touchpoint. You'll define the strategy, drive execution, and deliver seamless, connected experiences across every channel to create a best in class digital experience.
Key Responsibilities:
- Define and own the omnichannel strategy: Set the vision and roadmap for all customer-facing platforms.
- Product ownership: Lead Salesforce CRM (Sales, Service, Marketing Clouds), Genesys Cloud CX, eCommerce, and mobile apps, ensuring integration, usability, and exceptional customer experience.
- End-to-end delivery: Oversee internal teams and outsourced partners (Cognizant or equivalent), managing vendor performance, SLAs, and cost optimization.
- Innovation & technology adoption: Integrate AI/ML, automation, and immersive technologies to continuously enhance engagement, personalization, and operational efficiency.
- Business partnership: Collaborate with Sales, Marketing, and Digital teams to translate business objectives into digital solutions that drive revenue and loyalty.
- Data-driven decision-making: Build dashboards and analytics capabilities to track customer journey performance, conversion, and engagement metrics.
- Operational excellence: Ensure high availability, security, compliance, and incident management across all platforms, driving reliability and scalability.
- Leadership & culture: Build a high-performing, agile, product-oriented team; mentor future digital leaders; foster innovation, collaboration, and measurable outcomes.
Who we're looking for:
- 15+ years in Digital/CRM/Customer Technology, 5+ in senior leadership.
- Deep experience with Salesforce, Genesys Cloud, mobile, eCommerce, and omnichannel delivery.
- Proven track record in vendor management and outsourced delivery.
- Experience in Fintech, Luxury retail, real estate, insurance, or other customer-first industries is a required.
- International experience
Apply now - your omnichannel vision starts here.
