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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh

About the Role

Riyadh Air, the new national airline headquartered in Saudi Arabia, is establishing itself as a digitally native airline aiming to transform the aviation industry and connect the Kingdom to over 100 destinations. We are seeking a Customer Platforms Product Manager to define and drive our customer experience strategy.

Role Overview

In this role, you will be responsible for defining and executing the product roadmap for Microsoft Dynamics 365 Customer Engagement (CE). This will support our commercial, loyalty, and customer service functions, ensuring a seamless and personalized guest experience across all touchpoints. You will define product requirements, oversee platform configurations and integrations, monitor performance using key performance indicators (KPIs) such as conversion rates and Net Promoter Score (NPS), and collaborate with cross-functional teams to deliver data-driven solutions that enhance customer lifecycle value.

Key Responsibilities

  • Shape and drive the Microsoft Dynamics 365 Customer Engagement (CE) roadmap to support commercial, loyalty, and customer service objectives.
  • Own the product roadmap, driving capabilities across sales, marketing, loyalty, and customer service to ensure a seamless and personalized guest experience.
  • Define product requirements for customer-facing platforms and functionalities.
  • Oversee the configuration and integration of the Dynamics 365 CE platform.
  • Monitor and analyze platform performance using KPIs such as conversion rates, NPS, and adoption metrics.
  • Collaborate with cross-functional teams to deliver scalable, data-driven solutions that enhance customer lifecycle value.
  • Drive platform configuration and customization, including workflows, Business Process Flows, Power Automate, Copilot Studio, and AI Builder.

Qualifications and Experience

  • Degree qualified with a minimum of 7 years of experience in Microsoft Dynamics 365, preferably within the airline, travel, or loyalty-driven industries.
  • Hands-on experience with Microsoft Dynamics 365 modules including Sales, Customer Service, Marketing, and Field Service.
  • Strong understanding of integrations, data management, and customer journeys.
  • Proven experience in defining product roadmaps, writing user stories, and specifying requirements.
  • Experience working within Agile development environments.
  • Strong experience managing product roadmaps and Agile delivery, including the creation of Product Requirement Documents (PRDs), user stories, and acceptance criteria.

Required Skills

  • Microsoft Dynamics 365 Customer Engagement (CE)
  • Microsoft Dynamics 365 Sales, Marketing, Customer Service, and Field Service modules
  • Integrations and Data Management
  • Customer Journeys
  • Product Roadmaps
  • User Stories and Requirements Definition
  • Agile Methodologies
  • Workflows and Business Process Flows
  • Power Automate
  • Copilot Studio
  • AI Builder
  • Analytical Skills
  • Customer Focus
  • Technical Aptitude

Work Location and Type

This is a full-time, onsite role based in Riyadh, Saudi Arabia. The position is offered on a fixed-term contract basis, with an experience requirement of 5-10 years.


Requirements

  • Requires 5-10 Years experience

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