Trade-cycle management (TCM) and Customer Loyalty is an integral part of Al Futtaim Finance\xe2\x80\x99s (AFF) transformation to an automotive captive finance company. The Senior Manager \xe2\x80\x93 TCM & Customer Loyalty for understanding the customer journey and actively managing the customer\xe2\x80\x99s trade cycle, analysing the consumer patterns, determining opportunities to increase customer retention, and co-designing and implementing the initial concept. The Senior Manager \xe2\x80\x93 TCM & Customer Loyalty is also responsible to understand AFF\xe2\x80\x99s position in the market and actively manage the bank partnerships to ensure we are maximising all potential captive financing opportunities whilst governing the SLA\xe2\x80\x99s agreed in the partnership, reviewing and consulting the business to increase overall performance of all products and services offered in the partnership.
The Senior Manager \xe2\x80\x93 TCM & Customer Loyalty will need to consult with the sales & market, operations, finance and the wider Al Futtaim Group/Brands to ensure the captive products are market leading and supporting the overall objective to sell more vehicles and retain more customers.
The Senior Manager \xe2\x80\x93 TCM & Customer Loyalty is a key player when it comes to providing training alongside other TCM experts embedded in the business. AFF will create a coaching culture driven by the Senior Manager \xe2\x80\x93 TCM & Customer Loyalty Manager\xe2\x80\x99s guidance to the Account Relationship Managers, F&I Managers, B2B KAMs and the automotive frontline sales teams.
The growing captive finance business demands a pro-active portfolio management tool to identify equity, parity position, and to create retention leads. The Senior Manager \xe2\x80\x93 TCM & Customer Loyalty will lead these initiatives from
a lead management and system perspective.
The Senior Manager \xe2\x80\x93 TCM & Customer Loyalty will lead the establishment of a business development center in close co-operation with other Al Futtaim Brands and customer service functions to ensure that all leads are managed irrespectively of their maturity.
What you will do:
Design initial TCM approach with L&D and external trade cycle management training company \xe2\x80\xa2 Lead TCM subproject within Captive Finance project
Ensure all Toyota, Honda, CJD, Volvo, Automall, Used Vehicles and 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
Co-create supporting tools and collateral for sales process and in-dealership communication
Create Loyalty programs and bespoke loyalty offers
Utilise portfolio data to drive repurchase strategies
Establish portfolio analysis tools
Create equity and parity leads
Establish early renewal process
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
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
Ensuring the AFF and the wider business is aware of updates, changes
Supporting the Sales and operations teams to integrate the partnership processes within AFF processes
Regular communication within AFF on all partnership elements
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
Bayt
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