Aftersales Manager Job in Dubai, United Arab Emirates

Role Overview:

As a Service Center Manager, your primary responsibility will be to achieve key business targets, including revenue, gross margin, Net Promoter Score (NPS), and branch profit and loss, while ensuring the service centre’s overall performance. You will be expected to consistently deliver an exceptional customer experience and enhance operational efficiencies within the centre.

Key Responsibilities:

• Establish and manage the BYD Retail Customer Service set-up in collaboration with network partners and relevant stakeholders.
• Drive the implementation of value chain enhancement products to improve service offerings and operational performance.
• Monitor resource capacity within the service centre, ensuring optimal performance per Total Quality Management (TQM) principles and improving service retention.
• Ensure compliance with local government regulations and Principal policies to minimize operational risks at the service centre.
• Regularly evaluate and coach direct reports to support their development and foster growth across all roles.
• Analyze customer feedback and implement Small Group Activities to enhance customer experience and operational efficiency.
• Conducted daily meetings with the retail service manager, workshop manager, and parts team to align targets and performance expectations.
• Collaborate with HR to ensure the service centre is adequately staffed with qualified and efficient personnel.
• Manage stakeholder relationships through regular meetings, addressing corrective actions on performance issues.
• Hold Monthly Financial Reviews (MFRs) with Branch Account Managers to optimize and review the Branch’s P&L.
• For management reporting, provide accurate weekly forecasts based on market trends, sales conversions, bank approval turnaround times (TATs), and invoices.

Key Skills for Success:

• In-depth knowledge of automotive dealer/distributor business processes.
• Experience in aftersales management for an electric vehicle (EV) brand.
• Strong ability to lead change management initiatives and drive operational improvements.
• Proven ability to manage multiple locations and collaborate with various stakeholders.

Team Structure: This role reports directly to the Head of EV Aftersales and collaborates with stakeholders, including Workshop Managers, Service Advisors, Technicians, and Senior Management.

Qualifications:

• Bachelor’s or Master’s degree.
• At least 5 years of managerial experience in an aftersales role, ideally within an EV brand.

If you have the experience and drive to lead change, optimize operations, and deliver exceptional customer service, we’d love to have you on board!