Aftersales Manager Job Opening in Dubai, United Arab Emirates

Role Overview:
As a pivotal team member, your primary responsibility will be driving the achievement of key performance metrics such as revenue, gross margin, Net Promoter Score (NPS), and branch profitability. You will oversee the service center’s operations to ensure seamless customer experiences, lead change initiatives, and provide mentorship and leadership to your team.

Key Responsibilities:

• Lead efforts to meet Volvo’s targets for sold hours, revenue, accessory sales, and sales recovery rates.
• Optimize resource capacity in the service center to enhance Total Quality Management and improve service retention.
• Ensure compliance with local regulations, government policies, and company procedures to mitigate operational risks.
• Conduct performance evaluations and provide coaching to direct reports to foster their professional development and overall team growth.
• Analyze customer feedback to implement Small Group Activity initiatives aimed at improving customer satisfaction and operational efficiencies.
• Hold regular meetings with Reception Managers, Workshop Managers, and Parts teams to align on targets and performance expectations.
• Collaborate with Human Resources to maintain optimal staffing levels with skilled and efficient workforce.
• Manage stakeholder relationships through consistent communication and meetings to address issues and implement corrective actions.
• Provide accurate weekly forecasts by analyzing market trends, sales conversions, and operational metrics for management reporting.
• Ensure compliance with Brand Corporate Image standards and Health, Safety, Security, and Environment (HSSE) standards.
• Maintain 100% adherence to Standard Operating Procedures (SOPs) across all operations.
• Required Skills for Success:
• Comprehensive After Sales Management: Demonstrated ability to oversee and optimize all aftersales activities within an automotive dealership context.
• Effective Stakeholder Management: Proven track record in managing relationships with both internal teams and external stakeholders to achieve collaborative goals.
• Supervisory Experience and Strategic Problem-Solving: Strong leadership skills with experience in supervising teams, coupled with strategic problem-solving abilities to address complex challenges proactively.
• Proficiency in Technology: Advanced proficiency in Microsoft Office suite and ERP systems, leveraging technology to enhance operational efficiency and reporting accuracy.
• About the Team:
• You will report directly to the Dealer Principal and collaborate closely with the Aftersales team, as well as engage with a wide range of internal and external stakeholders.

Your Qualifications:

• Bachelor’s degree or diploma in Engineering, preferably in Automotive or Business Management, or equivalent field.
• Minimum of 10 years of experience in the automotive dealership industry, with at least 5 years in a managerial role within aftersales operations.
• In-depth knowledge of automotive dealer and distributor business processes, enabling effective strategic decision-making and operational management.