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Recruitment in Al Futtaim Group Customer Service Representative | Hertz | Automotive (Abu Dhabi, AE)

Job Requisition ID: 154395 

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:

To ensure the customer is dealt with in a pleasant, professional and efficient manner providing best in class customer service and products.

Ensure high level of customer satisfaction and enhancing the brand image to meet and exceed set standards.

Continuously drive Customer Service Value to improve customer engagement.

 

What you will do:

•    Achieve group revenue target for daily, weekly and monthly rentals – for the branch.             
•    Should maintain counter as per Hertz International Standards. Image audit and operational audit.   
•    Ensure that all documentation and system accuracy is maintained and relevant documents are obtained at the time of checkout and scanned clearly into the system. 
•    Customer Service/NPS Scores: Must ensure that one continuously exceeds customer expectations from all customer touch points within the business. 
•    Manage the pre check ins daily and ensure that closing of rental is done without delay.  

•    Taking over a shift:
1.    Check the register and POS machines tally.
2.    Check the register and cash in hand tally.
3.    Check petty cash is correct (pending claims, bills and cash in hand are balanced).
4.    Check vehicles physically and confirm they tally with the system. 
5.    Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)
6.    Once everything has tallied, the shift handover prepared by your colleague needs to be signed to confirm.

•    Taking over a shift in the case of emergency leave (only one CSR in branch):
1.    Backup Key with line manager will be handed over to replacement CSR. 
2.    Replacement CSR must sign a form for receiving branch key. 
3.    Replacement CSR must hand over the spare key back to supervisor at the end of the shift. 
4.    All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager. 
5.    All petty Cash and cash in hand and vehicles ready must be handed over to line manager at the end of the shift. 

•    Taking over a shift in the case of Annual leave (only one CSR in branch):
1.    Replacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.
2.    Replacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key. 
3.    Replacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.) 
4.    CSR going on leave must take over from the replacement CSR of the branch with the same procedure.   
1.    Check the register and POS machines tally.
2.    Check the register and cash in hand tally.
3.    Check petty cash is correct (pending claims, bills and cash in hand are balanced).
4.    Check vehicles physically and confirm they tally with the system. 
5.    Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)
6.    Once everything has tallied, the shift handover prepared by your colleague needs to be signed to confirm.

•    Taking over a shift in the case of emergency leave (only one CSR in branch):
1.    Backup Key with line manager will be handed over to replacement CSR. 
2.    Replacement CSR must sign a form for receiving branch key. 
3.    Replacement CSR must hand over the spare key back to supervisor at the end of the shift. 
4.    All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager. 
5.    All petty Cash and cash in hand and vehicles ready must be handed over to line manager at the end of the shift.

 
•    Taking over a shift in the case of Annual leave (only one CSR in branch):
1.    Replacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.
2.    Replacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key. 
3.    Replacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.) 
4.    CSR going on leave must take over from the replacement CSR of the branch with the same procedure.  

 

•    Preparation of shift:
1.    Check Branch reservations. Print out the required OKC’s and LPO’s Reservations 
2.    Fleet management – Coordinate with shift supervisors to ensure they are aware of the vehicles you require throughout your shift as well as the first four hours of the next shift. At the same time, avail a range of vehicles for walkin customers.
3.    Make sure you have spotted and organized any special requests. Eg, Child seats, deliveries, GPS units etc.
4.    Gold locations need to ensure that agreements are prepared in advance for Hertz tier members (President Circle, Platinum Members). At the same time, avail upgrades where vehicles are available in cases they are entitled to this gold service.
5.    Update the presentation published on the in-branch television with customer names (this makes a customer feel special) – to be done by locations that have a television set up.
6.    Print out pre-closed agreement list.

 

•    Customer interaction:
1.    Welcome any customer as they walk through the office doors or approach your counter – Giving this to a customer gives them a sense of belonging, they feel that their business is wanted and it’s the beginning to a positive rental process. However, if you are welcoming a customer ‘Good afternoon, welcome to Hertz’ yet busy doing other things (Walking around the office or filing some paperwork), the welcome has clashed as you don’t yet have time for them. Welcome the customer and make eye contact/look at them as they approach the counter in front of you.
2.    Understand how you can assist the customer (reservation, walkin, off hire etc).
3.    Offer the customer some coffee or a bottle of water. At times, all CSR’s will be busy with customers, the drivers then need to take the initiative of engaging with the customer and making them feel welcome. Drivers can ask the customer whether they have a reservation, explain to them that they will be assisted in a few moments by one of their colleagues; offer them water/coffee and ask them to take a seat – Asking the customer to take a seat with a coffee or bottle of water will allow them to feel comforted and welcomed at the same time. CSR’s can also do this if nobody else is in the office (CSR’s need to ensure their drivers are adhering to this).
4.    Collect the required documents for scanning and ask the customer to fill in a customer declaration form if necessary – Conversing with customers throughout the entire rental process will not make the time they are in the office feel like it is just a legal procedure that has to be done, it will be an experience. Ask customer’s whether they are here on business or holiday; maybe give some opinions on what they can do if they are in Dubai for leisure – Customer interaction/engagement will make the process seem less lengthy and will definitely ensure positive feedback.
5.    Complete the transaction ensuring a smooth process; Open the Rental agreement with the desired vehicle ensuring any additional services (Oman insurance, Additional driver etc) are taken into account.
6.    Proceed with the credit card transaction; reiterate to the customer of the transaction that is about to take place (‘I am about to block an amount of AED2000 for the rental + security deposit’). 

7.    Explain the vital points in the agreement to the customer:
–    Contact number and agreement number in the case assistance is required
–    Validity of the contract
–    Fuel charges (to be returned full in case an exchange of vehicle is required; to avoid charges) 
–    Total cost of rental
–    Explain the insurance policy in accordance to the insurance policy availed as well as informing all customers, tire damages are not covered by the insurance policy.
–    Salik charges of AED5/- per crossing as well as a 12% service charge on any violations with the police. (Also inform the customer, salik and traffic fine charges may be collected after off-hire which will then be charged on their credit card in the future)
–    On monthly rentals, explain the 5000kms limit (AED0.30/- per KM thereafter). Monthly rentals are on a 30-day basis rather than the entire month (31 days).
–    Ensure the customer is aware that if they would like to extend their contract, they can do so via telephone using the same credit card. Ensure they are aware if they do not inform Hertz in regards to the extending the contract, Hertz will automatically charge them on their credit card 48 hours after expiry of the contract.
–    In the case of early off hire, the refund process will take 21 working days from the date of closure.
–    All ancillary charges incurred within one month of closing of contract will be recovered automatically from the credit card submitted at the time of rental.

8.    Verify with the customer if there is anything further you may assist them with, provide them with a business card as well as a map for the Hertz location they have chosen to off hire at. Introduce them to the driver who will assist them with their vehicle. (CSR’s assist with check-ins as well as check-outs if driver’s are busy)
9.    Check-ins to be assisted to the correct parking location.

10.  If a customer is in a rush upon off-hire, check the vehicle, confirm their email address and send them an invoice via email. 

 

•    Throughout your shift:
1.    Check and respond to emails.
2.    Bank deposits.
3.    Ensure we have the correct stationary for smooth running of business (if not, order stationary via the back office).
4.    Coordinate with shift supervisors to ensure they are aware of the vehicles you require throughout your shift as well as the first four hours of the next shift.
5.    If there are any concerns you feel you cannot make a decision for, raise this to your supervisor at the earliest for rectification.
6.    Coordinate with your drivers to move all reservation vehicles to the front office for a fast and smooth check-out process.
7.    Ensure all Rental agreements that have opted for collection are closed within a minimal time frame to avoid a large number of pre-closed agreements stacking up.

 

•    Closing of shift:
1.    Check the register and POS machines tally.
2.    Check the register and cash in hand tally.
3.    Check petty cash is correct (pending claims, bills and cash in hand are balanced).
4.    Close your shift.
 

Required Skills to be successful:

Job-Specific Skills: PC literate, hospitality background, understanding of vehicle rental will be an advantage.

Behavioural Competencies: Customer service skills, Excellent communication skills, team player, planning and organization, problem solving.

 

What equips you for the role:

Minimum Qualifications and Knowledge: Graduate

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.

Recruitment in Al Futtaim Group Customer Service Representative | Hertz | Customer Service (Abu Dhabi, AE)

Job Requisition ID: 154395 

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:

To ensure the customer is dealt with in a pleasant, professional and efficient manner providing best in class customer service and products.

Ensure high level of customer satisfaction and enhancing the brand image to meet and exceed set standards.

Continuously drive Customer Service Value to improve customer engagement.

 

What you will do:

•    Achieve group revenue target for daily, weekly and monthly rentals – for the branch.             
•    Should maintain counter as per Hertz International Standards. Image audit and operational audit.   
•    Ensure that all documentation and system accuracy is maintained and relevant documents are obtained at the time of checkout and scanned clearly into the system. 
•    Customer Service/NPS Scores: Must ensure that one continuously exceeds customer expectations from all customer touch points within the business. 
•    Manage the pre check ins daily and ensure that closing of rental is done without delay.  

•    Taking over a shift:
1.    Check the register and POS machines tally.
2.    Check the register and cash in hand tally.
3.    Check petty cash is correct (pending claims, bills and cash in hand are balanced).
4.    Check vehicles physically and confirm they tally with the system. 
5.    Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)
6.    Once everything has tallied, the shift handover prepared by your colleague needs to be signed to confirm.

•    Taking over a shift in the case of emergency leave (only one CSR in branch):
1.    Backup Key with line manager will be handed over to replacement CSR. 
2.    Replacement CSR must sign a form for receiving branch key. 
3.    Replacement CSR must hand over the spare key back to supervisor at the end of the shift. 
4.    All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager. 
5.    All petty Cash and cash in hand and vehicles ready must be handed over to line manager at the end of the shift. 

•    Taking over a shift in the case of Annual leave (only one CSR in branch):
1.    Replacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.
2.    Replacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key. 
3.    Replacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.) 
4.    CSR going on leave must take over from the replacement CSR of the branch with the same procedure.   
1.    Check the register and POS machines tally.
2.    Check the register and cash in hand tally.
3.    Check petty cash is correct (pending claims, bills and cash in hand are balanced).
4.    Check vehicles physically and confirm they tally with the system. 
5.    Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)
6.    Once everything has tallied, the shift handover prepared by your colleague needs to be signed to confirm.

•    Taking over a shift in the case of emergency leave (only one CSR in branch):
1.    Backup Key with line manager will be handed over to replacement CSR. 
2.    Replacement CSR must sign a form for receiving branch key. 
3.    Replacement CSR must hand over the spare key back to supervisor at the end of the shift. 
4.    All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager. 
5.    All petty Cash and cash in hand and vehicles ready must be handed over to line manager at the end of the shift.

 
•    Taking over a shift in the case of Annual leave (only one CSR in branch):
1.    Replacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.
2.    Replacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key. 
3.    Replacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.) 
4.    CSR going on leave must take over from the replacement CSR of the branch with the same procedure.  

 

•    Preparation of shift:
1.    Check Branch reservations. Print out the required OKC’s and LPO’s Reservations 
2.    Fleet management – Coordinate with shift supervisors to ensure they are aware of the vehicles you require throughout your shift as well as the first four hours of the next shift. At the same time, avail a range of vehicles for walkin customers.
3.    Make sure you have spotted and organized any special requests. Eg, Child seats, deliveries, GPS units etc.
4.    Gold locations need to ensure that agreements are prepared in advance for Hertz tier members (President Circle, Platinum Members). At the same time, avail upgrades where vehicles are available in cases they are entitled to this gold service.
5.    Update the presentation published on the in-branch television with customer names (this makes a customer feel special) – to be done by locations that have a television set up.
6.    Print out pre-closed agreement list.

 

•    Customer interaction:
1.    Welcome any customer as they walk through the office doors or approach your counter – Giving this to a customer gives them a sense of belonging, they feel that their business is wanted and it’s the beginning to a positive rental process. However, if you are welcoming a customer ‘Good afternoon, welcome to Hertz’ yet busy doing other things (Walking around the office or filing some paperwork), the welcome has clashed as you don’t yet have time for them. Welcome the customer and make eye contact/look at them as they approach the counter in front of you.
2.    Understand how you can assist the customer (reservation, walkin, off hire etc).
3.    Offer the customer some coffee or a bottle of water. At times, all CSR’s will be busy with customers, the drivers then need to take the initiative of engaging with the customer and making them feel welcome. Drivers can ask the customer whether they have a reservation, explain to them that they will be assisted in a few moments by one of their colleagues; offer them water/coffee and ask them to take a seat – Asking the customer to take a seat with a coffee or bottle of water will allow them to feel comforted and welcomed at the same time. CSR’s can also do this if nobody else is in the office (CSR’s need to ensure their drivers are adhering to this).
4.    Collect the required documents for scanning and ask the customer to fill in a customer declaration form if necessary – Conversing with customers throughout the entire rental process will not make the time they are in the office feel like it is just a legal procedure that has to be done, it will be an experience. Ask customer’s whether they are here on business or holiday; maybe give some opinions on what they can do if they are in Dubai for leisure – Customer interaction/engagement will make the process seem less lengthy and will definitely ensure positive feedback.
5.    Complete the transaction ensuring a smooth process; Open the Rental agreement with the desired vehicle ensuring any additional services (Oman insurance, Additional driver etc) are taken into account.
6.    Proceed with the credit card transaction; reiterate to the customer of the transaction that is about to take place (‘I am about to block an amount of AED2000 for the rental + security deposit’). 

7.    Explain the vital points in the agreement to the customer:
–    Contact number and agreement number in the case assistance is required
–    Validity of the contract
–    Fuel charges (to be returned full in case an exchange of vehicle is required; to avoid charges) 
–    Total cost of rental
–    Explain the insurance policy in accordance to the insurance policy availed as well as informing all customers, tire damages are not covered by the insurance policy.
–    Salik charges of AED5/- per crossing as well as a 12% service charge on any violations with the police. (Also inform the customer, salik and traffic fine charges may be collected after off-hire which will then be charged on their credit card in the future)
–    On monthly rentals, explain the 5000kms limit (AED0.30/- per KM thereafter). Monthly rentals are on a 30-day basis rather than the entire month (31 days).
–    Ensure the customer is aware that if they would like to extend their contract, they can do so via telephone using the same credit card. Ensure they are aware if they do not inform Hertz in regards to the extending the contract, Hertz will automatically charge them on their credit card 48 hours after expiry of the contract.
–    In the case of early off hire, the refund process will take 21 working days from the date of closure.
–    All ancillary charges incurred within one month of closing of contract will be recovered automatically from the credit card submitted at the time of rental.

8.    Verify with the customer if there is anything further you may assist them with, provide them with a business card as well as a map for the Hertz location they have chosen to off hire at. Introduce them to the driver who will assist them with their vehicle. (CSR’s assist with check-ins as well as check-outs if driver’s are busy)
9.    Check-ins to be assisted to the correct parking location.

10.  If a customer is in a rush upon off-hire, check the vehicle, confirm their email address and send them an invoice via email. 

 

•    Throughout your shift:
1.    Check and respond to emails.
2.    Bank deposits.
3.    Ensure we have the correct stationary for smooth running of business (if not, order stationary via the back office).
4.    Coordinate with shift supervisors to ensure they are aware of the vehicles you require throughout your shift as well as the first four hours of the next shift.
5.    If there are any concerns you feel you cannot make a decision for, raise this to your supervisor at the earliest for rectification.
6.    Coordinate with your drivers to move all reservation vehicles to the front office for a fast and smooth check-out process.
7.    Ensure all Rental agreements that have opted for collection are closed within a minimal time frame to avoid a large number of pre-closed agreements stacking up.

 

•    Closing of shift:
1.    Check the register and POS machines tally.
2.    Check the register and cash in hand tally.
3.    Check petty cash is correct (pending claims, bills and cash in hand are balanced).
4.    Close your shift.
 

Required Skills to be successful:

Job-Specific Skills: PC literate, hospitality background, understanding of vehicle rental will be an advantage.

Behavioural Competencies: Customer service skills, Excellent communication skills, team player, planning and organization, problem solving.

 

What equips you for the role:

Minimum Qualifications and Knowledge: Graduate

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.

Recruitment in Al Futtaim Group UAE National Guest Relations Officer | Al Futtaim Automotive (Dubai, AE)

Job Requisition ID: 153148 

 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

 

 

Overview of the role:

• The primary focus of the role is to receive customers and ensure a smooth transfer to the sales department whilst establishing the customers’ requirements.

 

What you will do:    

• Welcome all Showroom visitors, log reasons for visit and forwarding to relevant team members.
• Providing excellent and a delightful customer experience as per company policy and procedures. 
• Resolving customer queries promptly, within company guidelines, before escalating to higher level if necessary. 
• Attending to customer needs, understand their requirements so that maximum number of enquiries are handled quickly and forwarded on responsibly. 
• Logging Visits (including time, date and visitor details). 
• Maintaining an up to date knowledge of personnel and procedures. 
• Delivering a warm welcome to all walk-in customers quickly and as proficiently as possible, by coordinating with employees and customers.

 

Required Skills to be successful:
1.- Customer management and coordination experience
2.- Communication skills 
3.- Timely Resolution 
4.- Proficient in Microsoft Office  

 

About the Team:

• The role will report to the Sales Manager and the primary focus of the role is to receive customers and ensure a smooth transfer to the sales department whilst establishing the customers’ requirements.

 

What equips you for the role:

• Diploma
• 1 years’ experience in customer service
• Proficient in English and Arabic
• Proficient in Microsoft Office skills

 

 

REF TB
 

 

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

Recruitment in Al Futtaim Group Electric Vehicle Product and Pricing Manager | Al Futtaim Automotive | BYD (Dubai, AE)

Job Requisition ID: 153152 

 

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 A”rab 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 organisation 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 primary focus of the role will be to execute the product vision by being the champion of the BYD Product Portfolios and being the true voice of the customer across the organization. Ensure a successful introduction of the BYD Product Portfolio to the UAE Market – 4 new models in the launch year and provide a platform for growth.

 

What you will do:

• Identify target segments and define the primary target customer and vehicle application for each product line.
• Manage the Product Lifecycle to meet evolving consumer needs, technology developments and competitor landscape.
• Maximize mass profit of the portfolio by optimizing volume and profit per unit with right cost to value offering and logical grade walks.
• Perform competitive analysis to recommend product, pricing and offer strategy for launch and develop countermeasures to address sales performance and stock issues.
• Establish close relationships with OEM to secure UAE market voice of the customer.
• Coordinate with Sales Operations, Demand and Supply team to ensure the desired ordering mix to support the product life cycle strategy.

 

Required Skills to be successful:
1.- Experience with OEM product and pricing within a managerial role.
2.- Experience with handling volume brands.
3.- Good analytical and financial experience.
4.- Experience with utilizing different pricing tools.

 

About the Team:

• Reporting to the General Manager Electric Vehicle Marketing and will work closely with Sales Operations Demand Supply team and the broader internal and external stakeholders.

What equips you for the role:

• Bachelor’s Degree.
• 8 years of experience in Automotive industry with at least 3 years in Product related roles. 
• OEM or Major Distributor experience desirable, ideally with GCC experience.  
• Experience with utilizing different pricing tools.
• Proficient in Excel and data analytics
   

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

Recruitment in Al Futtaim Group Store Manager | Retail | Marks & Spencer (Dubai, AE)

Job Requisition ID: 152169 

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 Store Manager is responsible for consistent operational excellence in the store and has full P&L responsibility and ensures Brand compliance for the store He/she creates a working environment which encourages Brand values, teamwork and delivery of the results and exceptional customer service.

 

What you will do

 

SALES

1. Drive Sales

• Reviews and analyses sales figures to identify opportunities to develop and drive sales performance at department and BU level.
• Challenges the team to improve performance compared to business and shape of chain using relevant metrics.
• Engages with RO colleagues to enlist support for local opportunities that deliver sales growth for the store.
• Analyses and demonstrates an understanding of the competition and identifies opportunities to exploit at store level.
• Demonstrates an understanding of the customer and challenges their team to drive conversion, average basket, UPT and maximize sales.

 

2. Layout and Look

• Delivers store proportionality and implements events with impact and commercial focus.
• Challenges direct reports on presentation of product and ensures business policies and seasonal launches are delivered with authority.
• Ensures ticketing and VM elements highlight the merchandise throughout the store to create customer awareness of our different lines.
• Consistently seeks to benchmark own standards with peer stores and competitors and looks for ways to create an aspirational shopping environment for the customer.

 

3. Stock Management

• Regularly reviews top and bottom selling lines with direct reports to ensure store is carrying correct options to maximize sales.
• Challenges the availability of NOOSE lines, keep the team informed about NOOSE lines and focuses on to ensure required availability ratio of NOOSE lines.
• Regularly reviews stock management process and stockholding areas with direct reports to identify areas of risk and initiate action.

 

 

SERVICE

1. Service Standards

• Actively demonstrates and role models service – Doing the right thing generating excitement and commitment to Service.
• Listens to and actively seeks feedback from customers on service standards in their store uses the information to drive improvement.
• Reviews the service offer across the store with respect to the business model and customer demand to ensure that service levels are consistently delivered and demonstrates an understanding of the services offered by competitors in key business areas.
• Drives the internal assessment process for ensuring service standards are driven on a daily basis and walks and talks service at every opportunity.
• Ensures that service training is an integral part of training from induction through to existing staff to ensure all employees are trained to the highest standards and are clear on the customer and business expectations.
• Ensure the elements of The Service Pyramid is in place to provide an easy to shop environment and staff are consciously delivering Rhythm and Routine, Basic Services
• and Delight. (Clean, nice smelling, well maintained, proper music, shopping tools in reach, staff well-presented and engaged on floor, at tills and fitting rooms, etc.)

 

2. Service Measurements

• Analyses Mystery Shop and CSI report to identify areas for improvement and implements an action plan.
• Demonstrates an understanding of store themes at BU level and challenges direct reports to drive improvement.
• Fully exploits the service awards budget by rewarding and recognizing excellent service in store on a regular basis supported by clear communication.

 

STANDARDS

1. Compliance

• Ensures that the store is adequately resourced across all the areas that are touched by legal compliance have a thorough knowledge of all compliance issues across the store and that the people involved are knowledgeable and fully trained.
• Provides strong leadership in embedding the weekly rhythm and routine through WWF to ensure all management review and sign off the business compliance documentation on time.
• Ensures employees are knowledgeable and always updated on SOPs.
• Implements store self-assessment audits/reviews internal audit reports and devise action plans with the wider management team ensuing that actions are delivered.

 

HEALTH AND SAFETY

• Delivers a safe and legally complaint store trading environment for customers and employees by ensuring that there is a weekly review with the Health and Safety officer to identify risks and drive an action plan.
• Works to ensure any store maintenance issues are reported correctly and resolved quickly to the company standard required, escalating as appropriate.
• Cleaning contractors are regularly reviewed to ensure they are delivering to M&S cleaning specifications and escalate risks appropriately.

 

DUTY MANAGEMENT

Ensures that all the duty managers are trained and able to carry out the Duty Manager role and manage major incidents competently.

WWF is applied to organize the weekly activities across the store.

 

PEOPLE

1. People policies and Process

• Implements company policies and processes for managing absence, leave, addressing disciplinary issues and support the management team.
• Demonstrates an understanding of the HR policies to drive improvement in employee’s behaviour & outcome.
• Develops with HRBP a robust succession plan at all levels within the store that supports the regional succession plan.
• Focus on recruitment as strategic process to bring in candidates with right attitude, partner with recruitment team to have a pipeline of candidates to maintain FTE levels.

 

2. Voice of Employee

• Engages with the employees on a regular basis to build a strong working partnership that promotes good communication and involvement throughout the store.
• Reviews and identifies the key learning’s from the survey in conjunction with Store Management team to create a robust action plan that drives improvement.

 

3. Performance Development (PDR)

• Personally, demonstrates all aspects of performance & development management, career, and succession planning.
• Ensures that all direct reports have SMART objectives and an individual development plan which are reviewed in line with the business performance management cycle.
• Partners with L&D Manager to ensure staff completes required trainings through a Training Calendar and ensures reporting of training activity as required.
• Drives a rhythm and routine in recognizing and rewarding success across the store formally and informally.

 

 

COSTS

1. Profitability

• Deliver an efficient use of FTE in the store which is comparable to peer stores
• Embeds a weekly rhythm and routine around Bottom Line
• Tuesday and takes a leadership role to ensure all cost KPIs are probed and a clear action plan generated to improve performance
• Challenges direct reports to deliver GM and Food shrinkage targets through accurate management of all stock systems and people processes.

 

2. Cost improvement

• Creates a robust Cost Improvement action plan for their store and embeds a rhythm and routine which looks for opportunities to drive improvement
• Actively measures efficiency across the store and compares output against peer group average and proposes action to improve where performance is not in line

 

 

Required Skills to be successful

Ability to demonstrate critical thinking and problem-solving skills as well as good organizational,

management, communication and sales skills.

 

 

What equips you for the role

• Graduate Degree
• Retail and Whole sales experience
• Motivated and can work towards set targets and KPI’S
• Experience with and passion for premium fashion brands
• Commercial Acumen
• Customer focus
• Minimum 8 years of relevant experience

 

 

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.
 
Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…

Recruitment in Al Futtaim Group Parts Retail Advisor | Al Futtaim Automotive | Volvo (Dubai, AE)

Job Requisition ID: 153980 

 

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 A”rab 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 organisation 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 primary focus of the role will be to promote the benefit of Volvo parts and service at all times and ensure customer orders are taken and supplied to the correct specification and on time and parts required for customers are picked and allocated to the correct delivery routes.

 

What you will do:    

• Handle complete counter parts sales process of walk-in, telephone and email inquiries to achieve monthly budgeted net sales.
• Maintain fast moving stock and maintaining service fill rate level at 95%.
• Forecast and stock seasonal parts to ensure availability. 
• Follow up on parts and escalate on timely manner on any delay.
• Ensure to communicate and consume parts ordered and received.
• Collect retail customer data and feedback in the given format and convert them to service to generate additional revenue of labor, parts and recalls.
• Ensure sales orders, purchase orders, deliveries, cash collection, cash deposits are closed on time as per company standards and documents are filed for records.
• Assist warehouse team with monthly perpetual inventory to maintain stock inventory with no discrepancy during annual stock report.
• Actively involved in NPS (net promoter score) and CSV (coma separated values) actions plan to improve and achieve targets and surpass  the needs and expectations of the customers.
• Ensure quality of job to avoid errors/rework and ensure customer engagement by taking actions against customer complaints.
• Participate in continuous improvement activities and undertake safety awareness training as provided by the company.

 

Required Skills to be successful:
1.- Proficient in SAP and VIDA.
2. – Proficient in Microsoft Office – especially MicroSoft Excel.
3. – Experience with the day-to-day activities of a retail operation.
4. – Knowledge of automotive parts.

About the Team:

• Reporting to the Aftersales Manager and will work with the Parts team and internal and external stakeholders.

 

What equips you for the role:

• Bachelor’s Degree or Diploma.
• 2 years automotive in a similar role.
• Experience with inventory and stock management.
• Experience with upselling parts.
• Build and maintain strong customer relationships. 
• Maximizing stock availability through efficient parts stock management.    
   

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

Recruitment in Al Futtaim Group UAE National Guest Relations Officer | Al Futtaim Automotive (Dubai, AE)

Job Requisition ID: 153376 

 

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 A”rab 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 organisation 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 primary focus of the role will be to welcome customers in a friendly and professional way and ensure a smooth transfer to the sales department whilst establishing the customers’ requirements.

 

What you will do:    

• Welcome all Showroom visitors, log reasons for visit and forwarding to relevant team members.
• Providing excellent and a delightful customer experience as per company policy and procedures.
• Resolving customer queries promptly, within company guidelines, before escalating to a higher level if necessary.
• Attending to customer needs, understand their requirements so that the maximum number of enquiries is handled quickly and forwarded on responsibly.
• Logging Visits (including time, date, and visitor details).
• Maintaining an up-to-date knowledge of personnel and procedures.
• Delivering a warm welcome to all walk-in customers quickly and as proficiently as possible, by coordinating with employees and customers.

 

Required Skills to be successful:
1.- Customer service experience
2.- Communication skills 
3.- Timely Resolution 
4.- Basic computer skills

 

About the Team:

• Reporting to the Retail Director and the primary focus of the role will be to to welcome customers in a friendly and professional way and ensure a smooth transfer to the sales department whilst establishing the customers’ requirements.

 

What equips you for the role:

• High School Diploma 
• 2 years’ experience in a customer facing role
• Basic computer skills
• Good communication and coordination skills

 

 

 

REF TB
 

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.