Head of Aftersales

Job Requisition ID:
174849

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:
As the Head of Aftersales, you will be responsible for leading the Service, Parts, and Uptime functions across the Trucks and Construction Equipment divisions at FAMCO. Based in Dubai, this senior leadership role is critical to ensuring operational excellence, customer satisfaction, and profitability in line with company and OEM standards. Reporting to the GM Aftersales, you will drive strategic initiatives, optimize performance, and elevate the aftersales experience for our customers

What you will do:

• Develop and implement aftersales strategies that align with business goals.
• Lead departmental operations across CE, Truck, and Dealer Aftersales functions.
• Monitor and improve P&L performance for the aftersales division.
• Drive growth in service and parts revenue through customer retention and market penetration.
• Oversee compliance with OEM warranty procedures and service quality standards.
• Collaborate with OEM partners and suppliers to ensure up-to-date service offerings and technical excellence.
• Enhance customer satisfaction and loyalty through effective service recovery and feedback systems.
• Lead, mentor, and develop a team of 6+ direct reports and broader staff.
• Promote a high-performance culture focused on safety, accountability, and continuous improvement

Required skills to be successful:

• Strong leadership in managing large aftersales teams across diverse business segments.
• Proven ability to drive operational efficiency and profitability in aftersales.
• Strategic planning and execution capabilities, particularly in service and parts growth.
• Excellent relationship management skills with OEMs and suppliers.
• Strong analytical, communication, and organizational skills.
• Deep understanding of warranty management, dealership operations, and customer service KPIs.

About the team:
You will be part of a dynamic and experienced aftersales leadership team, reporting directly to the General Manager - Aftersales. You will lead cross-functional managers across Trucks and Construction Equipment departments, working collaboratively with sales, technical, and support teams to deliver an exceptional customer experience while meeting commercial objectives

What equips you for the role:

• Bachelor's degree in Automotive Engineering, Business Administration, or a related field (preferred).
• 7–10 years of experience in aftersales operations, with at least 3 years in a senior leadership role.
• In-depth knowledge of Trucks and Construction Equipment systems and dealership networks.
• Proficiency in dealership management systems such as SAP.
• Demonstrated behavioural competencies: Integrity, Analytical Thinking, Customer Orientation, Effective Communication, Team Leadership, Planning & Organizing, and Assertiveness

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.