Aftersales Manager

at  AlFuttaim

Job Requisition ID: 166944
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

REQUIRED SKILLS TO BE SUCCESSFUL:

• Knowledge of Automotive dealer / distributor business processes
• Aftersales EV brand experience
• Ability to lead change processes
• Ability to manage multiple locations and stakeholders

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:

• Establish BYD Retail Customer Service setup with Network and relevant stakeholders
• BYD Value Chain enhancement products search and implementation
• Ensure and monitor optimal capacity of resources in the service centre to deliver Total Quality Management and improve service retention.
• Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk 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 Retail Service Manager, 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.

WHAT EQUIPS YOU FOR THE ROLE:

• Bachelors or Master Degree
• 5 years in aftersales role at managerial level (preferably EV brand)