Group Aftersales Manager | Al Futtaim Automotive | Global Aftersales

Overview of the role:

The purpose of the role is to formulate, develop and direct aftersales business strategy and activity to achieve budgeted targets for financial and trading performance whilst continually enhancing the organizational culture, value, and reputation in the market with all employees, customers, principals and regulatory bodies. To add value and improve the department net contribution, by identifying operational performance outside the norm and creating and implementing effective solutions.

The role will be responsible for engaging the respective aftersales function across the International Business Units to achieve the annual and mid-term objectives with the principal. At the same time, it will help in managing the annual & mid-term business plan preparation, Customer Retention product implementation and provide support to Retail network through system package support, and SMC administration. The role will also be responsible for managing the Aftersales\' Customer Quality\' function to implement the \'Best in Class\' operations in the network with the retail team and own the responsibility to standardize the aftersales process and parts operations across the international business units of Al-Futtaim Automotive.

What you will do:

After Sales Services in International Business Units:

• Support the creation of a common framework and integrated approach towards developing the mid-term plan.
• To implement parts and labour pricing strategy to ensure revenue and profitability is maintained and to ensure customer ownership costs are reasonable and competitive in the market.
• In collaboration with the local MDs/CEOs and Heads of Afterales to maximise the revenue potential from aftersales operations to meet the revenue and margin performance objectives
• Monitor and evaluate dispersion management through periodical performance review.
• Standardize Al-Futtaim Aftersales process and standards, including brand-specific requirements across the aftersales network. Drive business process improvement initiatives by assessing the respective current state (Processes, Gaps and systems) and developing tailored target states based on maturity and business performance
• Develop action plans aiming to offer the \'Best-in-class\' customer experience.
• Create, enhance & implement a Customer Retention framework across the network and increase aftersales Customer Retention.
• Implement programs to improve operational efficiency by assessing the respective current state for processes and systems.

Projects

• Value Chain: To support implementation of reasonable and competitive products in the market.
• Innovation \xe2\x80\x93 Be a source of inspiration and innovation through critical analysis of the business & working collaboratively in agile teams to develop and execute transformation
• Feasibility Study \xe2\x80\x93 Prepare feasibility plan for the new business initiative

People

• Deliver against our people strategy, maintain positive associate engagement.

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