Retail Operations Manager

6 days ago

Dubai, Dubai, United Arab Emirates Abdulla Al Masaood and Sons Group (AMS Group) Full time

Role Overview
As a Retail Operations Manager, you will assume full end-to-end leadership responsibilities for all dealership functions at our flagship location. As part of our Abdulla Al Masaood and Sons Motorcycles (Harley-Davidson) team in Dubai and Abu Dhabi, you'll work in an ONSITE environment, engaging daily with customers and driving results through hands-on operational leadership. You will manage key areas such as motorcycle sales, aftersales/service, parts, and motor clothes & merchandise. The role demands a commercially aware leader, adept at balancing brand integrity, customer experience, and profitability, while inspiring high-performance teams.

Responsibilities

  • Retail & Commercial Leadership

  • Drive overall dealership performance, focusing on revenue, margin, cost management, and profitability.

  • Ensure sustainable growth in motorcycle sales, service, parts, and motor clothes.
  • Develop and deliver annual operating plans, budgets, and KPI targets across all dealership departments.

  • Consistently implement and uphold Harley-Davidson brand standards at all customer touchpoints.

  • Sales & Customer Experience

  • Lead a premium, relationship-driven sales culture that reflects Harley-Davidson values.

  • Champion superior customer journeys, from initial inquiries through long-term ownership engagement.
  • Initiate and grow local rider communities, brand events, and customer engagement programs.

  • Utilize CRM data for retention, loyalty, and maximizing lifetime customer value.

  • Aftersales Excellence

  • Support service operations and ensure high standards in quality, efficiency, and customer satisfaction.

  • Maximize workshop productivity, resource utilization, and technical expertise in partnership with the service manager.

  • Maintain top-tier safety, compliance, and technical excellence standards.

  • Parts & Motor Clothes

  • Drive performance in parts and merchandise via effective merchandising, inventory optimization, and promotions.

  • Foster synergy between sales, service, and retail accessories offerings.

  • Ensure Harley-Davidson's merchandising and brand presentation standards are met.

  • People Leadership & Culture

  • Lead, coach, and develop a passionate, high-performing team.

  • Nurture a culture of accountability, engagement, and pride among staff members.
  • Identify, mentor, and support the growth of future leaders within the dealership.

  • Promote a people-first, empowering, and supportive work environment.

  • Stakeholder & Brand Management

  • Act as a senior brand ambassador for Harley-Davidson within Dubai.

  • Work closely with group leadership, direct reports, and regional stakeholders.
  • Ensure complete compliance with manufacturer standards, requirements, audits, and reporting frameworks.

Must Have Requirements

  • 5-8 years of proven leadership experience in automotive or premium retail—ideally motorcycles or luxury lifestyle brands.
  • Track record of managing full sales and aftersales operations.
  • Demonstrated commercial acumen with the ability to drive growth in a competitive, fast-paced market.
  • Experience managing multi-departmental teams and operations.
  • Solid exposure to manufacturer standards, performance frameworks, and audit compliance.

Nice To Have Requirements

  • People-centric leadership style with the ability to inspire, develop, and retain teams.
  • Passion for creating and delivering world-class customer experiences.
  • Confident, hands-on decision-maker with effective problem-solving abilities.
  • Excellent communication skills, building trust with staff, customers, and partners alike.
  • Deep respect for Harley-Davidson's culture, community, and values.

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