Product & Customer Experience Director

Ref: JO-2609-363464

United Arab Emirates, Dubai
Marketing, Product Marketing
Marketing
250 - 999 Employees

Environment: In-office
Contract Type: Contract
Starts: 2026-10-26

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Role Overview:

Own product and customer experience strategy across the group’s entire portfolio. You’ll set the portfolio direction, drive the innovation pipeline, and shape the end-to-end customer journey – building a consistent, differentiated brand experience across every touchpoint, in every business.

What You’ll Do

Product & Portfolio Strategy:

Own the product portfolio strategy across the group’s businesses, aligned to growth priorities.
Lead the innovation pipeline – identify, prioritise and bring new products and offerings to market.
Continuously assess portfolio performance, evolving or retiring offerings based on market and customer insight.
Apply stage-gate discipline to guide products from concept through to launch.
Build and maintain product roadmaps that turn strategy into a clear, sequenced plan.

Customer Experience Leadership:

Own end-to-end CX strategy across every touchpoint – physical, digital and service.
Map and continuously sharpen the customer journey, hunting down friction and opportunities to differentiate.
Set the standards and frameworks for brand experience across every customer-facing function and business.
Build customer segmentation and personas that shape product, experience and marketing decisions.
Translate product and CX thinking into digital products and services – apps, websites, UX and UI.

Commercial & Cross-Functional Leadership:

Be the strategic bridge between product, marketing, sales and operations – one joined-up customer proposition.
Build the business case for product and experience investment, with a clear line to commercial outcomes.
Represent product and CX priorities to executive leadership and portfolio company stakeholders.
Work cross-functionally with marketing, digital, studio, IT and developers to bring initiatives to life.

Team & Stakeholder Leadership:

Build and lead a high-performing team across product and CX disciplines.
Act as a strategic partner to portfolio leaders – embedding shared standards while respecting different business models.
Champion the voice of the customer at the senior leadership table.
Operate effectively within task forces and cross-functional project teams.

Key Deliverables:

Group product portfolio strategy
Innovation and pipeline roadmap
Product roadmaps across the portfolio
End-to-end customer experience framework
Brand experience standards across portfolio touchpoints
Customer journey maps and improvement plans
Customer segmentation and persona frameworks
Executive product and CX dashboard

How Success Is Measured:

Portfolio performance and innovation throughput
Customer experience and satisfaction scores
Brand experience consistency across touchpoints
Time-to-market for new product launches
Commercial impact of product/CX initiatives
Portfolio adoption of shared standards

What You Bring:

Significant senior leadership experience in an FMCG or consumer-facing environment, with real exposure to product/brand management and portfolio strategy.
A proven track record managing product lifecycles – from innovation and launch through to portfolio optimisation.
Experience building or elevating a CX function across multiple touchpoints (retail, digital, service).
Comfort operating inside a holding company or multi-business-unit structure.
Experience working within task forces and cross-functional project teams.
Regional (GCC) experience is a plus, not a must.
Bachelor’s degree in a relevant discipline; postgraduate or professional qualifications desirable for senior candidates.
Fluent English required; Arabic is a plus.