Senior Manager Trade Cycle Management & Loyalty
Dubai, United Arab Emirates
Job Description
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
What You Will Do:
Implementation of Trade-cycle management (TCM).
What You Will Do:
Implementation of Trade-cycle management (TCM).
- Design initial TCM approach with L&D and external trade cycle management training company
- Lead TCM subproject within Captive Finance project
- Ensure all Toyota, Honda, CJD, Volvo, Automall, Used Vehicles and Al Futtaim Finance's ( AFF ) sales staff participate in accreditation process
- Develop reporting tools and templates to track TCM and repurchase rates accurately across AFF portfolio
- Develop and implement a customer loyalty strategy across the AFF business
- Implement system(s), processes, and collateral to delivery increased customer centricity
- Work closely with OEM Brand partners to deliver an aligned customer approach
TCM marketing
- Co-create supporting tools and collateral for sales process and in-dealership communication
- Create Loyalty programs and bespoke loyalty offers
Training and Coaching
- Lead the internal TCM training group together with Learning & Development
- Provide training and on-site coaching
- Document and benchmark best practices within Al-Futtaim, UAE and international markets
- Utilise portfolio data to drive repurchase strategies
- Establish portfolio analysis tools
- Create equity and parity leads
- Establish early renewal process
- Establish and measure retention KPIs
Customer Experience & In-Life
- Develop the customer experience strategy from an AFF perspective and champion the processes and teams to support that customer journey
- Accountable for defining and driving change for in-life customer value by delivering solutions that meet customer needs and objectives
- Manage systems, processes, and policies to ensure separation of the brand identities when interacting with customers
Business Development Center
What Equips You For The Role:
- Create AFF BDC concept to capture all outbound in-life and inbound customer enquiries across the business
- Develop and implement systems, processes, and scripting for BDC consultants
- Establish effective lead management concepts
- Utilize Al Futtaim customer journey framework to create additional value for the customer and Al Futtaim
- Optimise customer self-service tools to deliver workforce planning objectives
What Equips You For The Role:
Education:
- University graduate with a bachelor’s degree in Business Administration, Marketing, or similar
- Outstanding interpersonal, facilitation, and presentation skills.
- Strong quantitative and analytical skills
- Creative and can work under pressure
- Knowledge about current market and customer trends
- Understanding of the automotive sales process and finance offerings in mature markets
Minimum Experience and Knowledge:
- Minimum of 5 years’ experience in dealership and automotive finance operations or other relevant experience
- Strong sales skills and retail sales experience
- People management and leadership experience with sales teams
Job-Specific/Technical Skills required to complete the tasks:
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.
- TCM, retention and EoT auto-captive knowledge
- Full working knowledge of auto finance process
- Full working knowledge of captive financing processes and products
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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Job Detail
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Job IdJD1435413
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned