Aftersales Performance Manager Job in Dubai, United Arab Emirates

Job Overview:

Are you passionate about the automotive industry and eager to make an impact? As an Aftersales Performance Manager at Al-Futtaim Motors, you will be pivotal in shaping and executing the aftersales strategy across our UAE operations. Your primary goal will be to ensure the achievement of budgeted net sales, gross margin, and net profit for service locations while driving continuous improvement in customer experience. You’ll lead the development of a robust service network and work closely with cross-functional teams to deliver exceptional business performance.

Key Responsibilities:

• Develop and execute aftersales business plans aligning with brand and company objectives.
• Collaborate with the aftersales distributor to set an annual budget based on key factors such as Units in Operation, sales projections, historical performance, and market trends.
• Drive revenue growth by maximizing service-related income and optimizing key performance indicators (KPIs) for service locations.
• Resolve product-related technical issues by working with the Aftersales Distributor Technical Department.
• Analyze productivity, efficiency, and utilization reports and implement strategies to improve performance.
• Partner with the Parts Distribution Centre (PDC) to manage stock levels, optimize sales volumes, and maintain high customer satisfaction.
• Drive demand through nationwide campaigns targeting service, accessories, parts, and labor.
• Develop and execute online and offline promotions to engage customers at points of sale.
• Innovate and roll out marketing campaigns with the support of the Marketing team.
• Enhance the service process and customer journey to ensure a seamless omnichannel experience.
• Lead efforts to improve CRM activities, increasing customer retention and service coverage.
• Ensure compliance with internal audits and corporate requirements, including quality management, health & safety, legal stipulations, and social responsibility.
• Engage with internal and external stakeholders to bring innovative best practices to the organization.

Key Skills and Qualifications:

• Bachelor’s degree in Mechanical, Electrical, or Automotive Engineering. Postgraduate qualification in Business Management or Information Technology is a plus.
• 8-12 years of experience in Automotive Aftersales, with 2-3 years in an Aftersales Manager role.
• Expertise in optimizing automotive service operations in a fast-paced environment.
• Experience managing the complete service customer journey and working with omnichannel customer experience strategies.
• Proficient in business transformation and data analytics tools such as SAP, Power BI, Tableau, and Qualtrics.
• Familiarity with methodologies like Six Sigma, Agile, and Design Thinking.
• Fluency in English; experience working in the GCC with premium automotive brands is ideal.
• Strong skills in aftersales operations and customer relations management.
• Excellent analytical, evaluation, and interpretation skills for data.
• Proven ability to manage stakeholders and collaborate effectively across functions.
• Strong business planning, organizational skills, and juggling multiple priorities.
• High energy, leadership skills, and the ability to motivate teams to drive results.
• Strong communication and presentation skills, both written and verbal.

About the Team:

Join a dynamic, cross-functional team that values collaboration and strives for business excellence. Working alongside dealer principals, the Parts Distribution Centre, and the Center of Excellence (COE) team, you’ll help drive the company’s objectives, improve the customer experience, and build a top-tier service network.

What Makes You a Great Fit:

• A strong background in automotive aftersales with a customer-focused approach.
• A track record of consistently achieving business goals and driving growth.
• In-depth experience in managing and optimizing service operations.
• Leadership experience with a focus on team-building and achieving results.
• Outstanding communication and stakeholder management skills.
• High attention to detail and the ability to thrive under pressure.

Join us in this exciting role and contribute to the continued success of Al-Futtaim Motors!