Customer Experience Manager – Al Futtaim Honda |
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Al Futtaim Group
Ref: HP698-5161
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The RoleThe RoleHonda is one of the UAE's most popular automotive brands and enjoys a presence here dating back to the 1970's when it was introduced by the Al-Futtaim family. Honda's presence in the market has grown considerably, aided of course by excellent products - a car for every occasion, motorcycles, marine motors and other power products to make lives easier. We are the sole distributor for all Honda products in the UAE and our nationwide network of showrooms cover the country to enable everybody to experience and enjoy the Honda range of products easily and conveniently.We are currently looking to recruit a Customer Experience Manager to work from our Dubai based operations. Reporting to the Managing Director, you will be the key driver in proactively improving Honda automotive operations to create a superior customer experience. Your main duties and responsibilities will include: *Analysing current processes and proactively initiating best practices through to implementation * Working closely with the Managing Director and consulting with him on the opportunities that will increase and drive magic moments for the customer in line with the Gallup principals * Building close working relations with other Customer Experience Managers within the other Al Futtaim brands * Through analysis initiate and implement processes into the dealer network to improve business operations that will lead change thus Honda becoming more customers centric * Providing before and after analysis to measure the increase in customer satisfaction as a result of implementing the changes to the processes * Process map and maintain all SOP's for Honda UAE The role will be a change management agent within the company to ensure the focus is moved from purely business drivers to a more customer centric focus. A close liaison is maintained between all departments and all personnel are involved in the process to create a Quality Service Culture. The role will lay down the basis for improving the quality of customer service in all departments, and creating customer engagement - essential for the medium to long term success of the business. |
RequirementsRequirementsTo apply for this role you should have the following skills, experiences and qualifications: * University Graduate * 4 - 5 years relevant experience (customer service manager in automotive, banking, finance, or technical experience with customer facing role in automotive industry) * Prior work experience in setting up customer service processes * English skills are essential, other language skills are an advantage * Strong negotiation and influencing skills * Knowledge of project management * Ability to think clearly under pressure, ability to take decisions and follow through to implementation * Expert in Microsoft Excel * High level understanding of SAP |
About the CompanyAbout the CompanyEstablished in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt. The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Group’s continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery. The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Group’s belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility. |
This Position is closed or expired
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