Aftersales Manager

6 days ago

Sharjah, Sharjah, United Arab Emirates Robinson & Co (Singapore) Pte Ltd Full time
Aftersales Manager | Automotive | Electric Vehicles | BYD

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:
To drive the achievement of set targets – revenue, gross margin, Net Promoter Score (NPS), branch profit and loss, while managing the overall service center's performance to consistently deliver seamless customer experience.

What you will do:

1. Establish EV Retail Customer Service setup with Network and relevant stakeholders.
2. EV Value Chain enhancement products search and implementation.
3. Ensure and monitor optimal capacity of resources in the service centre to deliver Total Quality Management and improve service retention.
4. Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service centre.
5. Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.
6. Study and evaluate current customer verbatim to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.
7. Conduct daily meetings with the Retail Service Manager, Workshop Manager and Parts team to align them on the targets and performance expectations.
8. Work with Human Resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce.
9. Effectively manage stakeholders through regular meetings to ensure corrective actions on issues pertaining.
10. Hold regular MFRs with Branch Account Managers to understand and optimize Branch P&L.
11. Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting.

Required skills to be successful:

1. Knowledge of Automotive dealer/distributor business processes.
2. Aftersales EV brand experience.
3. Ability to lead change processes.
4. Ability to manage multiple locations and stakeholders.

About The Team:
The role will report to Aftersales Brand Lead and this position interfaces with various stakeholders including Workshop Manager, Service Advisors, Technicians and Senior Management.

What Equips You For The Role:

1. Bachelors or Master Degree.
2. 5 years in aftersales role at managerial level (preferably EV brand).

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa. Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world's most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM. We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment. What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.

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