Recruitment in Al Futtaim Group Group Aftersales Manager | Al Futtaim Automotive | Global Aftersales (AE)
Job Requisition ID: 154853
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:
The purpose of the role is to formulate, develop and direct aftersales business strategy and activity to achieve budgeted targets for financial and trading performance whilst continually enhancing the organizational culture, value, and reputation in the market with all employees, customers, principals and regulatory bodies. To add value and improve the department net contribution, by identifying operational performance outside the norm and creating and implementing effective solutions.
The role will be responsible for engaging the respective aftersales function across the International Business Units to achieve the annual and mid-term objectives with the principal. At the same time, it will help in managing the annual & mid-term business plan preparation, Customer Retention product implementation and provide support to Retail network through system package support, and SMC administration. The role will also be responsible for managing the Aftersales’ Customer Quality’ function to implement the ‘Best in Class’ operations in the network with the retail team and own the responsibility to standardize the aftersales process and parts operations across the international business units of Al-Futtaim Automotive.
What you will do:
After Sales Services in International Business Units:
- Support the creation of a common framework and integrated approach towards developing the mid-term plan.
- To implement parts and labour pricing strategy to ensure revenue and profitability is maintained and to ensure customer ownership costs are reasonable and competitive in the market.
- In collaboration with the local MDs/CEOs and Heads of Afterales to maximise the revenue potential from aftersales operations to meet the revenue and margin performance objectives
- Monitor and evaluate dispersion management through periodical performance review.
- Standardize Al-Futtaim Aftersales process and standards, including brand-specific requirements across the aftersales network. Drive business process improvement initiatives by assessing the respective current state (Processes, Gaps and systems) and developing tailored target states based on maturity and business performance
- Develop action plans aiming to offer the ‘Best-in-class’ customer experience.
- Create, enhance & implement a Customer Retention framework across the network and increase aftersales Customer Retention.
- Implement programs to improve operational efficiency by assessing the respective current state for processes and systems.
Projects
- Value Chain: To support implementation of reasonable and competitive products in the market.
- Innovation – Be a source of inspiration and innovation through critical analysis of the business & working collaboratively in agile teams to develop and execute transformation
- Feasibility Study – Prepare feasibility plan for the new business initiative
People
- Deliver against our people strategy, maintain positive associate engagement.
Required skills to be successful:
- 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.
- This position requires business maturity and excellent judgment.
- Experience in business transformation of Data Analytics, Management Information Systems (MIS) and Business Intelligence (BI)
About The Team:
- The role will report to the Head of Group Aftersales and you will be closely interacting with our global offices.
What Equips You For The Role
- Successful candidates generally have 7-9 years in Automotive Aftersales department with 2-3 years in an Aftersales Manager position.
- Experience in optimization of Automotive Services.
- Ideally has GCC experience working with premium automotive brands.
- Experience in using methodologies for developing innovation including but not limited to Six Sigma, Agile & Design Thinking
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.
JobDXB.com, in partnership with the 7 states of the UAE (Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, and Fujairah), is a leading job portal based in the country, connecting job seekers with opportunities across various industries in the region.
While we strive to provide a platform for employers and candidates to connect, it's essential to note that the content of job postings may vary, and we do not take responsibility for their accuracy or legitimacy. We advise applicants to exercise caution and diligence when applying for positions, ensuring thorough research and verification before proceeding with any application. Your career journey is important to us, and we encourage you to navigate it with care and discernment.