Aftersales Manager

Job description / Role

Overview of the role

Lead a high-volume Toyota service centre to deliver outstanding customer experiences while owning revenue, gross margin and branch P&L. You’ll set the pace for operational excellence, champion Kaizen, and raise Net Promoter Score and “Fix It Right” performance across the Toyota Retail Aftersales network.

What you will do

• Drive branch performance to meet sold-hours, revenue, accessory/SMC sales and recovery rate targets, reflected in monthly P&L.
• Optimize capacity, utilization and productivity to deliver Total Quality Management (TQM) and improve service retention, NPS and Fix It Right scores.
• Ensure full compliance with local government, principal policies and HSSE standards; uphold Toyota Corporate Image across the facility.
• Build and coach a high-performing team: performance management, training plans, OJT and individual development plans to lift engagement.
• Turn customer verbatim into Small Group Activities that elevate experience and streamline operations; resolve CRD escalations fast.
• Align daily with the Dealer Principal, Workshop Manager and Parts team; lead stakeholder rhythms with Toyota Head Office, CEC, Marketing, Vendors and CRM/Mystery Shopping.
• Run MFRs with Branch Account Managers to optimize P&L; submit accurate weekly forecasts based on market trends and conversions.
• Maintain 100% SOP compliance through robust audits and continuous improvement.

Required skills to be successful

• Bachelor’s degree in Engineering (preferably Automotive) or Business Management (or equivalent).
• 10+ years with automotive dealerships, including 5+ years in aftersales at managerial level.
• Deep knowledge of dealer/distributor processes, strategic problem-solving, ERP fluency, and proven ability to lead change, coach and inspire teams.

About the team

You’ll join the Toyota Retail Aftersales network, working closely with Workshop, Parts, Customer Relations and Support functions. Expect daily operational huddles and a culture that blends Kaizen, TQM and strong stakeholder collaboration.

What equips you for the role

You thrive in mega-site environments where on-time delivery is non-negotiable. Your track record shows disciplined capacity planning, P&L ownership, and measurable uplift in NPS/Fix It Right scores. You’re meticulous on HSSE and SOP compliance, comfortable with SAP/ERP reporting, and confident partnering across internal and external stakeholders.

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.

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.