Aftersales Brand Lead

1 week ago

Dubai, United Arab Emirates Al-Futtaim Full time

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**:
The role is responsible to manage the Brand Distributor functions and support Retail operations to achieve the business objectives. As the key point of contact for the brand Principal, the role responsibility is to manage the Principal interaction and engage relevant stakeholders to deliver the desired business plan and initiatives for annual and mid-term plan. In parallel, role is responsible for directly managing the annual & mid-term business plan preparation, Technical support, Warranty & Recall management, Principal visits on branch audits, Aftersales Marketing plan implementation with clear roadmap of Quarterly campaigns, Customer Retention product implementation and support to Retail network through MIS Reporting, system package support, and SMC administration.
This role will work closely with the brand performance office to achieve the budgeted net sales, gross margin, net profit and CSI/NPS for the respective brands service locations in the U.A.E.

**What you will do**:

- **Principal Management**
- Relationship management_ - To nurture a strong relationship with the principal that ensures the potential of the brand in the region is maximized through creating win-win collaborative action plans and enabling agility and adaptability to navigate change.
- Principal Engagement _- To act as key point of contact with Principal for all aftersales areas and engage relevant business function to prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy.
- Annual and Mid-term Plan_ - Develop, align, and monitor execution of strategy and action plans agreed with Principals. Financial, operational and Customer KPI target alignment and achievement.
- Principal audit visits_ - Responsible for planning and execution of Principal audit activities in both Service and Parts area. Follow up activity with branches on action plan progress to improve the gaps.
- Reporting _- Responsible for delivering the on-time information sharing for KPI performance and program activity status.
- Best Practice Engagement_ - engage and liaise with Principal and other external stakeholders to bring best practices and innovation whilst implementing group directives where needed.
- **MIS Support & Business Enabler Team**
- Business Planning Support_ - To prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy
- Brand Budgeting_ - To prepare the annual budget based on the budget guideline, Units in Operation (UIO), future sales performance, past achievement, and market trend to meet the business plan
- System Support_ - To maintain Service package for menu pricing and SMC contracts in the DMS (SAP) through MIS team.
- Business Plan_ - Responsible to prepare and present the budget, annual reviews and business initiative information deck for MD, Finance and COE function.
- Customer Retention_ - Develop and execute customer retention programs with support from COE, Marketing and Retail team. Continuous drive to identify new ideas and opportunities to improve the customer retention and experience.
- VIN Visits_ - Work closely with Retail, CRM and Call Center to improve the VIN visit. Prepare and monitor monthly customer contact list based on mileage, market trend and deferred jobs. Identify reasons for lapped customer and execute mitigation plan
**Reporting**: Provide actual vs target performance and dispersion management data to Performance office through MIS team.
- Aftersales Marketing -_ With support from the Marketing department, design, plan and implement marketing campaigns including promotions for created initiatives to maximize revenue potential and meeting business plan agreements.
- Quarterly campaigns -_ Plan and execute the quarterly campaigns for Service and Parts
- CRM _- To develop, implement and improve CRM activities to improve customer retention and service coverage ratio by proactively anticipating the changing customer needs and demands
- Incentive Progr

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