Aftersales Performance Manager Job Opening in Dubai, United Arab Emirates

Job Overview: Aftersales Performance Manager – Al-Futtaim Motors (UAE)

Are you passionate about the automotive industry and looking for a dynamic role that drives operational excellence? Join us as an Aftersales Performance Manager at Al-Futtaim Motors in the UAE. In this pivotal role, you will lead and optimize aftersales operations to drive net sales, gross margin, and net profit for our service locations. You’ll support the development and execution of the aftersales business plan, building a strong service network, and ensuring a customer-centric approach that keeps our brand ahead in the competitive market.

As an Aftersales Performance Manager, you will collaborate closely with various teams to innovate and set new standards for an exceptional omnichannel customer experience. You will work with the Center of Excellence (COE) team to deliver business excellence and engage in continuous improvement initiatives across all brands.

Key Responsibilities:

• Develop & Execute Business Plans: Craft and implement aftersales business plans aligned with brand and company strategies.
• Collaborative Budget Development: Work with the Aftersales Distributor to develop annual budgets based on Units in Operation (UIO), market trends, past performance, and future projections.
• Achieve Revenue & Profit Targets: Maximize revenue streams and optimize key service KPIs to exceed budgeted targets for net sales, gross margins, and profit.
• Technical Support: Resolve product-related technical issues in collaboration with the Aftersales Distributor Technical Department.
• Performance Improvement: Analyze productivity, efficiency, and utilization reports to implement strategies that enhance location performance.
• Parts Optimization: Collaborate with the Parts Distribution Centre (PDC) to optimize stock levels, ensuring customer satisfaction and sales volume targets are met.
• Demand Generation: Lead national initiatives for service, accessories, parts, and labor to boost customer demand.
• Engaging Customer Promotions: Plan and execute engaging online and offline promotions and customer engagement activities at points of sale.
• Innovative Marketing Campaigns: Partner with the Marketing department to develop and launch innovative campaigns that drive customer engagement.
• Customer Journey Excellence: Enhance service processes and the customer journey, ensuring an outstanding omnichannel experience.
• CRM Optimization: Improve CRM activities to boost customer retention and service coverage ratios.
• Compliance & Quality Assurance: Ensure adherence to internal audit processes and corporate requirements for quality management, health & safety, legal regulations, and corporate social responsibility.
• Stakeholder Engagement: Work with Al-Futtaim and external stakeholders to bring best practices and innovative ideas.

Required Skills & Qualifications:

• Educational Background: BA in Mechanical, Electrical, or Automotive Engineering. Postgraduate qualifications in Business Management or Information Technology are a plus.
• Experience: 8-12 years in Automotive Aftersales, with at least 2-3 years in a managerial role.
• Aftersales Expertise: Proven track record in optimizing automotive services and managing multiple priorities in a fast-paced environment.
• Customer Journey Management: Experience developing, executing, and managing the service customer journey, focusing on customer-centric service.
• Omnichannel Experience: Expertise in Omnichannel Customer Experience Mapping and CRM.
• Data Analytics Proficiency: Experience in business transformation through Data Analytics, MIS, and BI tools such as SAP, Power BI, Tableau, and Qualtrics.
• Methodology Knowledge: Familiarity with Six Sigma, Agile, and Design Thinking methodologies.
• Language Skills: Fluency in English (GCC experience and familiarity with premium automotive brands is advantageous).
• Leadership Skills: Strong leadership, team-building, and stakeholder management abilities.
• Analytical Skills: High attention to detail with excellent evaluation and interpretation capabilities.
• Communication Skills: Exceptional written and verbal communication and presentation skills.
• Multitasking Ability: Balancing competing demands while maintaining high performance and customer satisfaction levels.

About the Team:

You will be joining a dynamic team that thrives on cross-department collaboration. Working closely with marketing, IT, and customer service departments, the team is committed to delivering business excellence and enhancing the overall customer experience. You’ll work closely with dealer principals, the Parts Distribution Centre, and the Center of Excellence (COE) team to achieve the company’s objectives and strengthen the service network.

What Equips You for Success:

• A strong background in Automotive Aftersales with a focus on delivering customer-centric services.
• A proven ability to achieve business objectives and drive revenue growth.
• Expertise in service operations optimization and customer relations management.
• Experience in developing and implementing innovative solutions and best practices.
• Strong leadership, communication, and stakeholder management skills.
• A keen eye for detail and the ability to thrive in a fast-paced, demanding environment.

Join Al-Futtaim Motors and be at the forefront of a leading brand in the automotive industry. Apply now and help us drive excellence in aftersales operations.