Manager Trade Cycle Management

2 weeks ago


Dubai, Dubai, United Arab Emirates Al-Futtaim Automotive Full time

What you will do:

  • Design initial TCM approach with L&D and external trade cycle management training company
  • Lead TCM subproject within Captive Finance project
  • Ensure all Toyota, Honda, CJD, Volvo, Automall, Used Vehicles and AFF sales staff participate in accreditation process
  • Develop reporting tools and templates to track TCM and repurchase rates accurately across AFF portfolio
  • Develop and implement a customer loyalty strategy across the AFF business
  • Implement system(s), processes, and collateral to delivery increased customer centricity
  • Work closely with OEM Brand partners to deliver an aligned customer approach
  • Co-create supporting tools and collateral for sales process and in-dealership communication
  • Create Loyalty programs and bespoke loyalty offers
  • Utilise portfolio data to drive repurchase strategies
  • Establish portfolio analysis tools
  • Create equity and parity leads
  • Establish early renewal process
  • Develop the customer experience strategy from an AFF perspective and champion the processes and teams to support that customer journey
  • Accountable for defining and driving change for in-life customer value by delivering solutions that meet customer needs and objectives
  • Manage systems, processes, and policies to ensure separation of the brand identities when interacting with customers
  • Create AFF BDC concept to capture all outbound in-life and inbound customer enquiries across the business
  • Develop and implement systems, processes, and scripting for BDC consultants
  • Establish effective lead management concepts
  • Utilize Al Futtaim customer journey framework to create additional value for the customer and Al Futtaim
  • Optimise customer self-service tools to deliver workforce planning objectives
  • Ensuring the AFF and the wider business is aware of updates, changes
  • Supporting the Sales and operations teams to integrate the partnership processes within AFF processes
  • Regular communication within AFF on all partnership elements
  • Lead the internal TCM training group together with Learning & Development
  • Provide training and on-site coaching
  • Document and benchmark best practices within Al-Futtaim, UAE and international markets

Required Skills to be successful:

  • TCM, retention and EoT auto-captive knowledge
  • Full working knowledge of auto finance process
  • Full working knowledge of captive financing processes and products
  • Outstanding interpersonal, facilitation, and presentation skills.
  • Strong quantitative and analytical skills
  • Creative and can work under pressure
  • Knowledge about current market and customer trends
  • Understanding of the automotive sales process and finance offerings in mature markets

What equips you for the role:

  • Minimum of 5 years' experience in dealership and automotive finance operations or other relevant experience

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