In a bid to further intensify its focus on the customer-centric business approach, Al-Futtaim Automotive has appointed Katib Belkhodja as the automotive group’s Director of Customer Centricity, a newly established function within the company’s Centre of Excellence.
This move solidifies Al-Futtaim Automotive’s “unwavering commitment to prioritising customer excellence and developing innovative strategies that place customers at the heart of their operations,” added the firm in a statement.
Belkhodja will report directly to the President of Al-Futtaim Automotive and will spearhead the development of the group’s customer-focused business strategies, based on the three core pillars of Building Brand Power, Enhancing Customer Experience, and Boosting Digital Sales.
He will lead the implementation of effective marketing, PR communications, and digital transformation, “further reinforcing Al-Futtaim Automotive’s position as a market and mobility leader.”
His mandate as Customer Centricity Director includes driving in-depth development of brand content and storytelling, and data science, across the company’s full portfolio of products and services.
A firm believer in harnessing the power of technology and innovation to improve customer experience, Belkhodja will also ensure the implementation of the new digital framework that combines Data, MarCom, and CRM into one streamlined, intuitive platform called the ‘Digital Customer Ecosystem.’
According to Al Futtaim Automotive, rhe ecosystem empowers the company to create hyper-personalised customer experiences and take customer engagement to the next level.
Belkhodja will also lead the charge in driving the adoption of digital technologies within the showroom and setting new processes in place to generate more insightful customer feedback at all stages, from call centres to digital bookings to the final sale.
“In a world of constantly evolving customer behaviour – alongside fast-scaling AI, mixed reality and other technological tools – it had become evident that we need to reinvent the customer journey and experience,” said Belkhodja.
“The newly created Customer Centricity department is a major step forward in piloting this journey and driving more meaningful customer-interactions across multiple channels.
“I am thrilled and humbled to take on the responsibility of driving the Customer Centricity strategies and innovations of Al-Futtaim Automotive.”
With over 15 years of extensive experience across diverse ecosystems within the automotive industry, Belkhodja brings a wealth of expertise to this newly established position. Having worked with OEMs, major dealerships, automotive digital platforms, he possesses a deep understanding of industry dynamics and evolving customer engagement.
Prior to his appointment, Belkhodja served as the marketing director of the company. Over the years, he has successfully helmed many transformative projects, one of them being the launch of the UAE’s first-ever motorsport academy, the Toyota Motorsport Academy, which has become a much-acclaimed case study in brand development and storytelling across the Al-Futtaim Automotive portfolio.
