Dealer Principal

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 Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

**Overview of the role**:

- Responsible for ultimate accountability for the achievement of budgeted operational objectives in Revenue, Volume, Gross Margin, Expenses, Net Profit, Customer Satisfaction, and employee engagement.

**What you will do**:

- Participate in annual business planning and follow up with quarterly and monthly reviews.
- Accountable for location Revenue Maximization, Margin Improvement, Controllable cost management, Cash Control and Receivables.
- Support Planning teams to ensure accurate forecasting.
- Execution of Incentive plans (within framework provided by Brand Director).
- Asset Management - optimize inventory of vehicle and parts stock.
- Provide dealership management with regular reports on the financial condition of the dealership.
- Develop and implement local plans to deliver sales and profit achievement by month for new, pre-owned and after sales.
- Effectively manage stakeholders through regular meetings.
- Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc. for Management reporting.
- With support of Sales Management drives achievement of monthly sales targets delivering volume and profit contribution.
- F&I penetration and particularly trade cycle products.
- Used car performance (sales and buying).
- Manage Aftersales financial budgetary goals and forecasts.
- Maintain high-quality service repairs and minimize comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
- Responsible to monitor the performance of service operations within the location through enhancing and re-allocating location resources to improve overall location results.
- Parts & Warranty.
- Responsible for penetration of Service plans and extended warranty plans.
- Daily KPI management.
- OEM Warranty procedure and process adherence.
- Develop localized marketing initiatives and promotions with support of the brand communications team.
- Deliver OEM Customer experience programs.
- Accountable for a seamless end to end customer journey through Sales and Aftersales linking customer interactions to maximize opportunity to build value for the customer. (customer retention loyalty).
- Promote customer experience best practice to safeguard the customer journey process, whilst ensuring staff are trained to deliver on overall location targets.
- Lead development and execution of local action plans for improvement of NPS and CSV/CSI with support of central analysis and customer excellence teams.
- Manage high level customer escalations or issues arising out of transactional situations and ensure customer complaints in location are resolved effectively and timely.
- Take an active role in customer interactions to gain a strong sense of pulse and voice of the customer.
- Local prospecting and CRM.
- Building relationships with local SMEs within agreed market territory.
- With support from Operations Manager/Coordinator drive efficient allocation of administration and support operational resources across the site/s of Sales and Aftersales under the Dealer Principal’s remit.
- Responsible for securing and maintaining the company’s fixed assets at the location.
- Ensure 100% compliance with Standard Operating Procedures.
- Manage documentation and legal government relation matters by ensuring adherence to the prescribed government rules and procedures to minimize legal implications to location operation.
- Understand and ensure compliance with OEM warranty processes.
- Ensure the proper care, storage, and inventory of special tools.
- Manage location activities to ensure they are carried out as per the company’s policies and procedures through effective communication and monitoring.
- Ensure Management and other stakeholders are kept informed of progress and issues related to location operations.
- Work with Human Resources to ensure the branch is always optimally staffed/resourced with appropriately qualified, talented & efficient workforce.
- Train, motivate and monitor and improve the performance of all staff.
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