Al-Futtaim Automotive has appointed Katib Belkhodja as the automotive group’s Director of Customer Centricity to focus more on their customer-centric business approach. It is part of a newly established function within the company’s Centre of Excellence. This appointment solidifies Al-Futtaim Automotive's commitment to prioritizing customer excellence and crafting innovative strategies that place customers at the focus of their operations.

Katib will be responsible for developing customer-focused business strategies, centered around three core pillars: Building Brand Power, Enhancing Customer Experience, and Boosting Digital Sales. He will lead the implementation of marketing, PR communications, and digital transformation to strengthen Al-Futtaim Automotive's position as a market and mobility leader. As part of his mandate, Katib will drive the development of brand content, storytelling, and data science across the company's entire range of products and services. He will report directly to the President of Al-Futtaim Automotive.

As a strong advocate of leveraging technology and innovation to enhance customer experience, Katib will ensure the implementation of a new digital framework known as the 'Digital Customer Ecosystem.' This integrated platform combines Data, MarCom, and CRM, providing a streamlined and user-friendly approach. The ecosystem empowers Al-Futtaim Automotive to deliver hyper-personalized customer experiences, taking customer engagement to new heights. Katib will lead efforts to incorporate digital technologies within showrooms and establish efficient processes to gather insightful customer feedback at every stage, from call centres and digital bookings to the final sale.

With more than 15 years of extensive experience in the automotive industry, Katib brings a wealth of expertise to the table. His diverse background includes working with OEMs, major dealerships, and automotive digital platforms, giving him a deep understanding of industry dynamics and evolving customer engagement.

Prior to his appointment as Customer Centricity Director of Al-Futtaim Automotive, Katib served as the Marketing Director of the company, Katib has led successful transformative projects, notably the launch of the Toyota Motorsport Academy, the UAE's first-ever motorsport academy. This initiative has earned acclaim as a compelling case study in brand development and storytelling within the Al-Futtaim Automotive portfolio.

A word from Katib Belkhodja

Katib Belkhodja, Customer Centricity Director, commented, “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. 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.”