Fleet After Sales Manager

3 weeks ago

UAE, 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 purpose of the role is to support the Head of Aftersales and Head of B2B Fleet, and with all aftersales fleet matters, and taking ownership of all tasks and responsibilities associated with this, through effective management of workload. To liaise with Fleet accounts to provide after sales support (commercial, customer and technical) leading to increased customer satisfaction and retention. To monitor the level of Corporate Fleet sales that are retained in the AFEMC network for service and repair and to influence decision-makers on how more units can be directed into the AFEMC service network. To develop new after sales programmes that maximize after sales profitability from fleet customers (CF & SME). To provide after sales support to Corporate Fleet Teams in pursuit of incremental vehicle sales.

**What you will do**:

- Provide regular communication with targeted fleet and leasing companies, including analysis of their SMR assumptions, to ensure optimum reflection of AFEMC SMR, and to form a working relationship that supports future loyalty e.g. newly revised SMR costs, proactive problem management, high customer satisfaction.
- Ensure timely provision, distribution and implementation of SMR data, and to provide feedback on SMR costs for BYD/Polestar vehicles in relation to competitors to ensure correct SMR data availability to fleets and to ensure AFEMC remains the leader in the leasing sector.
- Develop and operate a Corporate Customer Satisfaction Survey in conjunction with Customer Service to monitor the level of after sales service delivered by AFEMC and the retail network across all relevant fleets.
- Liaison with and support for Corporate Fleet and SME Fleet teams to support after sales issues
- Development of Service Plans for Fleet customers and the sale of those plans to SME and CF customers
- Facilitate training for corporate/fleet customers on new energy vehicles, BYD/Polestar product ranges, and advise optimum methods of servicing vehicles, (e.g. if special expertise, tools, training etc. are required) to emphasize retention of vehicle resale value, reinforce the value of AFEMC’s workshops and expertise, and enhance brand commitment and understanding of technological requirements.
- Identify any workshop that is failing to deliver satisfactory levels of service to the supported fleets and to provide regular feedback to the relevant areas / individuals and agree corrective actions to ensure optimum support for fleet customers.
- Develop new after sales programs from ideas within the UAE or worldwide that would be of benefit to AFEMC and the supported fleets and provide a cost benefit analysis of any such initiative together with recommendations to ensure AFEMC retains leadership in this channel.
- Discuss service actions / vehicle recall notifications with fleets and leasing companies as required to ensure improved responsiveness to customer and increased customer satisfaction, with potential for increased end user data capture.
- In the event of vehicle breakdown/repair, facilitate support to ensure vehicles are returned to active service as quickly as possible by liaising with relevant AFEMC functions to improve customer satisfaction.

**Required Skills to be successful**:
1. Electric Vehicle Aftersales experience.
2. Aftersales Business experience.
3. Relationship and account management.
4. Experience with managing large fleet customers.

**About the Team**:

- Reporting to the Head of Aftersales and Head of B2B Fleet and will work closely with aftersales team, fleet team and the broader internal and external stakeholders.

**What equips you for the role**:

- Bachelors Degree.
- 8 years’ experience in Aftersales in the automotive industry with wide exposure to direct customer facing roles - especially involving major leasing and rental companies.
- Solid experience of influencing maintenance costs and forecast maintenance costs through a process of building effective business cases.
- Experience with business modeling tools.
- Fleet industry knowledge.
- New energy vehi

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