Job Requisition ID: 166682
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:

• Leadership experience and managing multiple locations.
• Financial acumen.
• Customer centric experience.
• Operational excellence.

OVERVIEW OF THE ROLE:

• Responsible for ultimate accountability for the achievement of budgeted operational objectives in revenue, volume, gross margin, expenses for Sales and Aftersales, net profit, customer satisfaction, and employee engagement for Honda UAE.

WHAT YOU WILL DO:

• Participate in annual business planning and follow up with quarterly and monthly reviews.
• Accountable for location revenue maximization, margin improvement, controllable cost management, cash control and receivables.
• Support Planning teams to ensure accurate forecasting.
• Execution of Incentive plans (within framework provided by Brand Director).
• Asset Management – optimize inventory of vehicle and parts stock.
• Provide dealership management with regular reports on the financial condition of the dealership.
• Develop and implement local plans to deliver sales and profit achievement by month for new, pre-owned and after sales.
• Effectively manage stakeholders through regular meetings.
• Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approvals, invoices etc. for Management reporting.
• With support of sales management drives achievement of monthly sales targets delivering volume and profit contribution.
• F&I penetration and particularly trade cycle products.
• Used car performance (sales and buying).
• Manage Aftersales financial budgetary goals and forecasts.
• Maintain high-quality service repairs and minimize comebacks and conducting periodic spot checks of completed jobs for thoroughness and quality.
• Responsible to monitor the performance of service operations within the location through enhancing and re-allocating location resources to improve overall location results.
• Responsible for penetration of service plans and extended warranty plans.
• OEM (Original Equiptment Manufacturer) Warranty procedure and process adherence.
• Develop localized marketing initiatives and promotions with support of the brand communications team.
• Deliver OEM (Original Equiptment Manufacturer) customer experience programs.
• Accountable for a seamless end to end customer journey through Sales and Aftersales linking customer interactions to maximize opportunity to build value for the customer. (customer retention loyalty).
• Promote customer experience best practice to safeguard the customer journey process, whilst ensuring staff are trained to deliver on overall location targets.
• Lead development and execution of local action plans for improvement of NPS and CSV/CSI with support of central analysis and customer excellence teams.
• Manage high level customer escalations or issues arising out of transactional situations and ensure customer complaints in location are resolved effectively and timely.
• Take an active role in customer interactions to gain a strong sense of pulse and voice of the customer.
• Local prospecting and (Customer Relations Management) CRM.
• Building relationships with local SMEs within agreed market territory.
• With support from Operations Manager/Coordinator drive efficient allocation of administration and support operational resources across the site/s of Sales and Aftersales under the Dealer Principal’s remit.
• Responsible for securing and maintaining the company’s fixed assets at the location.
• Ensure 100% compliance with Standard Operating Procedures.
• Manage documentation and legal government relation matters by ensuring adherence to the prescribed government rules and procedures to minimize legal implications to location operation.
• Understand and ensure compliance with OEM warranty processes.
• Ensure the proper care, storage, and inventory of special tools.
• Manage location activities to ensure they are carried out as per the company’s policies and procedures through effective communication and monitoring.
• Ensure Management and other stakeholders are kept informed of progress and issues related to location operations.
• Work with Human Resources to ensure the branch is always optimally staffed/resourced with appropriately qualified, talented and eefficient workforce.
• Train, motivate and monitor and improve the performance of all staff.
• Mentor, coach, develop and engage team to consistently deliver expected business results.
• Develop and plan short- and medium-term goals and objectives for the team.
• Drive Al-Futtaim Values in workplace.

WHAT EQUIPS YOU FOR THE ROLE:

• Bachelors’ Degree.
• 10 years automotive industry experience with at least 8 years as a Branch Sales and Aftersales managing multiple locations.
• Experience in optimization of automotive services.
• Ability to manage multiple priorities in a fast-paced environment; work collaboratively with cross-functional teams and ensure high quality deliverables with attention to detail.
• Proven ability to develop, execute and manage entire the service customer journey.
• Be able to guide colleagues inside and outside the service discipline. Affinity with cars in general and the automotive industry.
• Strong operational experience in both Aftersales & Sales.GCC experience.