Aftersales 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:
To drive the achievement of set targets - revenue, gross margin, Net Promoter Score (NPS), branch profit and loss, while managing the overall service center's performance to consistently deliver seamless customer experience.

What you will do:
- Drive branch performance to achieve sold hours target, revenue target, accessory & SMC sales and recovery rate target.
- Ensure and monitor optimal capacity of resources in the service centre to deliver total quality management and improve service retention.
- Compliance with local government and principal policies and procedures to minimize operational risks at the service centre.
- Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.
- Study and evaluate current customer verbatim to implement a culture of small group activity to enhance customer experience and operational efficiencies.
- Conduct daily meetings with the reception manager/supervisor, workshop manager and parts team to align them on the targets and performance expectations.
- Work with human resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce.
- Effectively manage stakeholders through regular meetings to ensure corrective actions on issues pertaining.
- Hold regular MFRs with branch account managers to understand and optimize branch P&L.
- Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices, etc. for management reporting.
- Manage facility to comply with the corporate identity and HSSE standards.
- Ensure 100% compliance with SOPs.

Requirements

Required skills to be successful:
- Leadership and organizational skills
- Excellent communication skills
- Automotive dealership aftersales managerial experience
- Result oriented

About the Team:
This role will be reporting directly to the Dealer Principal and manage a team of service advisors, parts advisors, workshop supervisors and reception manager.

What equips you for the role:
- Bachelor of Engineering, preferably Automotive or Business Management or equivalent.
- 10 years overall experience with automotive dealerships; of which a minimum of 5 years in aftersales at managerial level. EV experience is highly preferred.
- Working knowledge of automotive dealer/distributor business processes, strategic problem resolution and ERP skills, ability to lead change processes, and provide coaching and leadership.

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.

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.