Aftersales Manager Job in Dubai, United Arab Emirates

Role Overview
The primary objective of this role is to drive the achievement of key targets, including revenue, gross margin, Net Promoter Score (NPS), and branch profit and loss. This involves managing the overall performance of the service center to ensure a seamless customer experience while leading change initiatives and providing effective coaching and leadership.

• Key Responsibilities
  Performance Management:
• Drive branch performance for Chrysler, Jeep, Dodge, and Ram by meeting targets for sold hours, revenue, accessory sales, and recovery rates.
• Resource Optimization:
  Monitor and ensure optimal resource capacity in the service center to deliver Total Quality Management and enhance service retention.
• Compliance Management:
  Ensure adherence to local government regulations and Principal policies to minimize operational risks at the service center.
• Team Development:
  Evaluate and coach direct reports to foster the development and growth of all associates.
• Customer Experience Enhancement:
• Analyze customer feedback to implement a culture of Small Group Activity aimed at improving customer experience and operational efficiencies.
• Collaboration Meetings:
  Conduct daily meetings with the Reception Manager/Supervisor, Workshop Manager, and Parts team to align on targets and performance expectations.
• Staffing Coordination:
• Collaborate with Human Resources to maintain an optimally staffed and qualified workforce.
• Stakeholder Management:
• Engage with stakeholders through regular meetings to ensure timely corrective actions on relevant issues.
• Forecasting and Reporting:
• Submit accurate weekly forecasts based on market trends, sales conversions, bank approval turnaround times, and invoices for management reporting.
• Facility Management:
  Ensure compliance with Brand Corporate Image standards and HSSE regulations.
• Standard Operating Procedures:
• Maintain 100% compliance with all Standard Operating Procedures.
• Required Skills for Success
• Management of all aftersales activities.
• Effective stakeholder management.
• Supervisory experience with strategic problem-solving abilities.
• Proficiency in Microsoft Office and ERP systems.
• About the Team
  This position reports to the Dealer Principal and collaborates closely with the Aftersales team, as well as various internal and external stakeholders.
• Qualifications for the Role
  Education:
• Bachelor’s Degree or Diploma in Engineering (preferably in Automotive) or Business Management, or an equivalent qualification.
• Experience:
• A total of 10 years of experience within automotive dealerships, including a minimum of 5 years in a managerial role within Aftersales.
• Industry Knowledge:
  Familiarity with automotive dealer and distributor business processes.
• Brand Experience:
  
• Experience working with American automotive brands is preferred.