Description

Head of Loyalty | Automotive | Global Aftersales

Location: AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: 153722

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:

This role purpose is to manage customer loyalty programs for the Aftersales in Al-Futtaim Automotive. The role will work closely with the all business units in the Automotive to develop, sustain, establish, and improve the Customer loyalty program and services. Role will support all Sales channels of Al Futtaim Automotive brands, Tier 2 and Body & Paint with a focus on increasing conversion, customer engagement and retention.

What you will do:

• Create an Al- Futtaim automotive aftersales strategy for loyalty products and services
• Collate competition data and market trends from internal and external sources to influence strategic business decisions
• Implement and deliver products and service conversion with a focus on increasing conversion, customer engagement and retention
• Responsible for meeting the objectives and targets of each campaign and measure the impact of all Retention activities in the business case
• Develop value propositions for optimizing conversations and retargeting campaigns for new customers and reactivate lapsed customers
• Create a sustainable division wide aftersales service offering, e.g. service maintenance contracts, roadside assistance program.
• Coordinates Service offers with Sales, Aftersales, Insurance companies and Financial Services
• Align products and service pricing with the Pricing team
• Key resource for customer insight and behavioural trends, conducting regular \xe2\x80\x9cdeep-dive\xe2\x80\x9d analysis to shed light on observed trends that may not be immediately understood
• Track customer issues through Inbound, outbound, and all customer touch points to ensure any customer issues that may result in inactivity are highlighted and resolved.
• Liaise with Call centre department to ensure execution excellence for all retention outbound campaigns/calls to drive KPI\'s

Required skills to be successful:

• Expert knowledge and proven track record in creating and implementing loyalty products and services
• Experience in the automotive after-sales industry.
• Experience at an Origian Equipment supplier or Finance & Insurance industry of managing product portfolio or a major OES vendor
• Strong data analytical, evaluation and interpretation skills, including P&L

About The Team:

• The role reports to the General Manager - Aftersales.

• This position interfaces with various stakeholders including all Al Futtaim Automotive brands, Tier 2 and Body & Paint divisions.

What Equips You For The Role:

• Stakeholder management skills with the ability to communicate and interact with officials at all levels
• Strong communication and interpersonal skills able to drive best practices and productivity
• Ability to think out of box and design marketing and campaign management.

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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