Aftersales Performance Manager -Al-Futtaim Automotive - Toyota & Lexus

Job description / Role

About Al-Futtaim Group

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

Are you passionate about the automotive industry and ready to take on a dynamic role that drives excellence? As an Aftersales Performance Manager, you will be at the forefront of our UAE aftersales operations in Al-Futtaim Motors. Your mission will be to support the development and execution of the aftersales business plan, ensuring we achieve our budgeted net sales, gross margin, and net profit for service locations. You'll be the driving force behind building a strong service network and a customer-centric team, keeping our brand ahead of the competition. Additionally, you'll lead Business Excellence activities across all brands, innovating and setting standards for an exceptional omnichannel customer experience with the support of the Center of Excellence (COE) team.

What you will do

• Craft and execute aftersales business plans that align with our brand and company strategy.
• Collaborate with the Aftersales Distributor to develop an annual budget based on Units in Operation, future sales performance, past achievements, and market trends.
• Exceed budgeted targets on net sales, gross margins, and net profit by maximizing revenue streams and optimizing key Service KPIs.
• Resolve product-related technical issues with the assistance of the aftersales Distributor Technical Department.
• Analyze productivity, efficiency, and utilization reports across locations and implement actions to boost performance.
• Work closely with the Parts Distribution Centre (PDC) to optimize stock levels and ensure sales volumes and customer satisfaction.
• Drive demand through national initiatives for service, accessories, parts, and labor.
• Plan and execute engaging online and offline promotions and customer engagement at points of sale.
• Develop and implement innovative marketing campaigns with the support of the Marketing department.
• Enhance the service process and customer journey to deliver an outstanding omnichannel customer experience.
• Improve CRM activities to boost customer retention and service coverage ratio.
• Ensure compliance with internal audit and corporate requirements for quality management, health & safety, legal stipulations, social responsibilities, and general duty of care.
• Engage with Al-Futtaim and other external stakeholders to bring best practices and innovation.

Required skills to be successful

• BA degree in Mechanical, Electrical, or Automotive Engineering; Postgraduate in Business Management or Information Technology is a plus.
• 8-12 years of experience in the Automotive Aftersales department, with 2-3 years in an Aftersales Manager position.
• Expertise in optimizing Automotive Services and managing multiple priorities in a fast-paced environment.
• Proven ability to develop, execute, and manage the entire service customer journey.
• Experience in Omnichannel Customer Experience Mapping and CRM environment.
• Proficiency in business transformation of Data Analytics, MIS, and BI, including tools like SAP, Power BI, Tableau, Qualtrics.
• Familiarity with methodologies like Six Sigma, Agile, and Design Thinking.
• Fluency in English; GCC experience and experience with premium automotive brands are ideal.
• Exceptional skills in aftersales operations and customer relations.
• Strong data analytical, evaluation, and interpretation skills.
• Excellent stakeholder management skills and high attention to detail.
• Business planning, organizing, and ability to balance multiple demands.
• High energy, enthusiasm, leadership, and ability to drive complex solutions.
• Professional written and verbal communication and interpersonal skills.
• Ability to develop and deliver presentations and motivate teams.

About the team

Join a dynamic team that thrives on collaboration across various departments, including marketing, IT, and customer service. Our team is dedicated to enhancing the customer experience and driving business excellence. You'll work closely with dealer principals, the Parts Distribution Centre, and the Center of Excellence (COE) team to achieve our company's objectives and ensure a robust service network.

What equips you for the role

• A strong background in Automotive Aftersales with a focus on customer-centric service.
• A proven track record of achieving business objectives and driving revenue growth.
• Expertise in managing and optimizing service operations and customer relations.
• Experience in developing and implementing innovative solutions and best practices.
• Strong leadership and team-building skills.
• Excellent communication and stakeholder management abilities.
• High attention to detail and the ability to thrive in a fast-paced environment.

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.