Aftersales Operations Manager

Job description / Role

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

The role is responsible to drive the Electric Mobility Aftersales setup in the network, manage the Electric Mobility Brand Distributor functions with the principals, and support retail operations to achieve the business objectives. As the key point of contact for the brand principal, the role responsibility is to manage the principal interaction and engage relevant stakeholders to deliver the desired business plan and initiatives for annual and mid-term plans. In parallel, role is responsible for directly managing the annual & mid-term business plan preparation, create Electric Mobility value chain products, technical support, warranty & recall management, principal visits on branch audits, aftersales marketing plan implementation with clear roadmap of quarterly campaigns, customer retention product implementation and support to retail network through MIS reporting, system package support, and SMC administration. The role will act as the key point of contact for engaging stakeholders on new development on Electric Mobility Aftersales business model.
This role will work closely with the Electric Mobility brand performance office to achieve the budgeted net sales, gross margin, net profit and CSI/NPS for the respective brand service locations in KSA.

What you will do:

Relationship management - To nurture a strong relationship with the principal that ensures the potential of the brand in the region is maximized through creating win-win collaborative action plans and enabling agility and adaptability to navigate change

Principal engagement - To act as key point of contact with principal for all aftersales areas and engage relevant business function to prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy.

Annual and Mid-term Plan - Develop, align, and monitor execution of strategy and action plans agreed with Principals. Financial, operational and Customer KPI target alignment and achievement.

Principal audit visits - Responsible for planning and execution of principal audit activities in both service and parts area. Follow up activity with branches on action plan progress to improve the gaps.

Reporting - Responsible for delivering the on-time information sharing for KPI performance and program activity status.

Best Practice Engagement - engage and liaise with principal and other external stakeholders to bring best practices and innovation whilst implementing group directives where needed.

Business Planning Support - To prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy.

Brand Budgeting - To prepare the annual budget based on the budget guideline, Units in Operation (UIO), future sales performance, past achievement, and market trend to meet the business plan

System Support - To maintain service package for menu pricing and SMC contracts in DMS (SAP) through MIS team.

Business Plan - Responsible to prepare and present the budget, annual reviews and business initiative information deck for MD, Finance and COE (Centre of Excellence) function.

Customer Retention - Develop and execute customer retention programs with support from COE, Marketing and Retail team. Continuous drive to identify new ideas and opportunities to improve the customer retention and experience.

VIN Visits - Work closely with Retail, CRM and CEC to improve the VIN visit. Prepare and monitor monthly customer contact list based on mileage, market trend and deferred jobs. Identify reasons for lapped customer and execute mitigation plan.

Aftersales Marketing - With support from the Marketing department, design, plan and implement marketing campaigns including promotions for created initiatives to maximize revenue potential and meeting business plan agreements.

CRM - To develop, implement and improve CRM activities to improve customer retention and service coverage ratio by proactively anticipating the changing customer needs and demands.

Incentive Programs - Identification and development of effective incentive programs to mobilize the workforce to maximize revenue and profitability

Technical Support - Ensures that all product related technical problems reported are resolved with help of the Aftersales Technical Department, and to highlight training needs/ corrective actions to drive service quality. On-time communication to principal on support or technical issues.

Recall Support - Execution of Recall activity with Principal and internal stakeholders. Achieve the annual target by ensuring awareness to customer, system, parts and process readiness.

Warranty Support - Seamless execution of warranty jobs in the retail network and on-time submission with all required information to the principal.

Skill set & Tools requirement - Work closely with Learning and Development team and Customer Quality function to improve the associate skill level in the network and readiness of required tools to perform the jobs.

Requirements

Required skills to be successful:
- EV aftersales experience
- Ability to manage multiple priorities in a fast-paced EV environment
- Excellent analytic skills
- Proven ability to develop, execute and manage the entire service customer journey

About the Team:

This role will be reporting directly to the Operations Director and manage Aftersales Managers, Warranty Admin, Business Analyst and you will be dealing directly with different Stakeholders across the organization.

What equips you for the role:
- 8-12 years in automotive aftersales department with 2-3 years in aftersales manager role.
- Should have handled EV brand.
- Affinity with cars in general and the automotive EV industry in particular.

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world's most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM as well as EV brands.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.

About the Company

Established 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 Groups 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 Groups 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.