About the Role
We are seeking a CX Delivery Manager to build and run the Customer Experience programme portfolio for a leading multi-site consumer organization in Abu Dhabi. In this role, you will deliver network-wide CX initiatives, oversee new initiatives such as rebranding and new formats, ensure that the built elements match the designed experience, and manage the CX governance model. This is a 12-month contract position based in Abu Dhabi.
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Key Responsibilities
- Build and maintain the CX programme portfolio including scope, schedule, cost, dependencies, and status in one register.
- Run network-wide CX initiatives end to end (e.g., uniforms, scent, music, and in-store elements), coordinating from scoping and supplier management through to implementation and close-out.
- Ensure CX conformity on initiatives during delivery: confirm that deliverables adhere to design standards and address deviations before handover.
- Act as the guardian of the delivery gates for new initiatives such as rebranding and new formats, ensuring all documentation, evidence, and entry and exit criteria are met.
- Manage CX governance activities, including department sprints and the CX Committee (calendar, agendas, papers, minutes, and tracking action follow-ups).
- Track schedule adherence across the programme portfolio and proactively escalate any slippage, suggesting options for resolution.
- Coordinate with Operations, Build & Engineering, and Marketing to ensure readiness for implementation at all sites.
- Monitor and track benefits and performance results from the delivered initiatives.
Requirements
- 7+ years of experience in Programme Management, Transformation, or a Product Owner role.
- Proven track record of delivering a network-wide rollout of a physical or brand element (e.g., uniforms, signage, fit-out components or similar).
- Experience in running quality or conformity control on construction and rollout projects against design or brand standards.
- Background in governance or secretariat roles, including preparing documentation for executive forums.
- Strong skills in managing portfolios, schedules, dependencies, and vendors.
- Ability to write concise, clear, decision-ready executive papers.
- Comfortable ensuring adherence to processes, even when initiatives seek to bypass steps.
