Al Futtaim Private Company LLC
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 EmiratesJob Overview:
We seek a dynamic leader to drive performance across key metrics, including revenue, gross margin, Net Promoter Score (NPS), and branch profit and loss. You will consistently oversee the service center’s performance to deliver an exceptional customer experience.
Key Responsibilities:
- Establish and manage the BYD Retail Customer Service setup, collaborating with network and key stakeholders.
- Drive the enhancement of the BYD Value Chain by identifying and implementing relevant product solutions.
- Optimize resource capacity in the service center to deliver Total Quality Management and boost service retention.
- Ensure compliance with all local government regulations and principal policies to mitigate operational risks.
- Evaluate performance and provide coaching to direct reports, fostering professional growth and team development.
- Analyze customer feedback and implement a Small Group Activities culture to enhance customer experience and operational efficiency.
- Hold daily meetings with the Retail Service Manager, Workshop Manager, and Parts team to align on performance targets and expectations.
- Partner with HR to ensure the service center has a qualified, efficient workforce.
- Maintain regular communication with stakeholders to address and resolve performance or operational issues.
- Conduct Monthly Financial Reviews (MFRs) with Branch Account Managers to optimize branch P&L and profitability.
- Submit accurate weekly forecasts based on market trends, sales conversions, bank approval turnaround times, and invoices for management reporting.
Key Skills for Success:
- Strong knowledge of automotive dealer/distributor business processes.
- Experience in aftersales for Electric Vehicle (EV) brands.
- Proven ability to lead change and drive transformation.
- Experience managing multiple locations and diverse stakeholder groups.
About the Team:
This role reports to the Head of EV Aftersales and collaborates closely with key stakeholders, including the Workshop Manager, Service Advisors, Technicians, and Senior Management.
Qualifications:
- Bachelor’s or Master’s degree.
- At least 5 years of managerial experience in an aftersales role, preferably within the EV industry.