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Aftersales Brand Lead | Global Aftersales | Al Futtaim Automotive | Dubai

Date: 10-May-2022

Location: AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: 134104 

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:


The role is responsible to manage the Brand Distributor functions and support Retail operations to achieve the business objectives. As the key point of contact for the brand Principal, the role responsibility is to manage the Principal interaction and engage relevant stakeholders to deliver the desired business plan and initiatives for annual and mid-term plan. In parallel, role is responsible for directly managing the annual & mid-term business plan preparation, Technical support, Warranty & Recall management, Principal visits on branch audits, Aftersales Marketing plan implementation with clear roadmap of Quaterly campaigns , Customer Retention product implementation and support to Retail network through MIS Reporting, system package support, and SMC administration.

This role will work closely with the brand performance office to achieve the budgeted net sales, gross margin, net profit and CSI/NPS for the respective brands service locations in the U.A.E.

What you will do:


Principal Management
- Relationship management – To nurture a strong relationship with the principal that ensures the potential of the brand in the region is maximised through creating win-win collaborative action plans and enabling agility and adaptability to navigate change.
- Principal Engagement - To act as key point of contact with Principal for all aftersales areas and engage relevant business function to prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy.
- Annual and Mid-term Plan – Develop, align, and monitor execution of strategy and action plans agreed with Principals. Financial, operational and Customer KPI target alignment and achievement.
- Principal audit visits – Responsible for planning and execution of Principal audit activities in both Service and Parts area. Follow up activity with branches on action plan progress to improve the gaps.
- Reporting – Responsible for delivering the on-time information sharing for KPI performance and program activity status.
- Best Practice Engagement - engage and liaise with Principal and other external stakeholders to bring best practices and innovation whilst implementing group directives where needed.

MIS Support & Business Enabler Team

- Business Planning Support - To prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy
- Brand Budgeting – To prepare the annual budget based on the budget guideline, Units in Operation (UIO), future sales performance, past achievement and market trend to meet the business plan
- System Support – To maintain Service package for menu pricing and SMC contracts in the DMS (SAP) through MIS team.
- Business Plan – Responsible to prepare and present the budget, annual reviews and business initiative information deck for MD, Finance and COE function.
- Customer Retention – Develop and execute customer retention programs with support from COE, Marketing, CRM and Retail team. Continuous drive to identify new ideas and opportunities to improve the customer retention and experience.
- VIN Visits – Work closely with Retail, CRM and Call Center to improve the VIN visit. Prepare and monitor monthly customer contact list based on mileage, market trend and deferred jobs. Identify reasons for lapped customer and execute mitigation plan.
- Reporting: Provide actual vs target performance and dispersion management data to Performance office though MIS team.
- Aftersales Marketing - With support from the Marketing department, design, plan and implement marketing campaigns including promotions for created initiatives to maximise revenue potential and meeting business plan agreements.
- Quarterly campaigns – Plan and execute the quarterly campaigns for Service and Parts
- CRM - To develop, implement and improve CRM activities to improve customer retention and service coverage ratio by proactively anticipating the changing customer needs and demands
- Incentive Programmes – Identification and development of effective incentive programmes to mobilise the workforce to maximise revenue and profitability
Warranty & Technical Support Team

- Technical Support - Ensures that all product related technical problems reported are resolved with help of the Aftersales Technical Department, and to highlight training needs/ corrective actions to drive service quality. On-time communication to Principal on support or technical issues. 
- Recall Support - Execution of Recall activity with Principal and internal stakeholders. Achieve the annual target by ensuring awareness to customer, system, parts and process readiness.
- Warranty Support – Seamless execution of Warranty jobs in the Retail network and on-time submission with all required information to the Principal. 
- Skill set & Tools requirement – Work closely with Learning and Development team and Customer Quality function to improve the associate skill level in the network and readiness of required tools to perform the jobs.


Required skills and experience to be successful:


- This position requires business maturity and excellent judgment. Successful candidates generally have 8-12 years in Automotive Aftersales department with 2-3 years in an Aftersales Manager position.
- Experience in optimization of Automotive Services. Ability to manage multiple priorities in a fast-paced environment; work collaboratively with cross-functional teams and ensure high quality deliverables with attention to detail. Proven ability to develop, execute and manage entire the service customer journey. Be able to guide colleagues inside and outside the service discipline. Affinity with cars in general and the automotive industry in particular.
- Experience in Omnichannel Customer Experience Mapping with creation of an effective CRM environment that engages the customer along their journey and tools/systems to measure the effectiveness of touchpoints.
- Experience in business transformation of Data Analytics, Management Information Systems (MIS) and Business Intelligence (BI) including user knowledge of appropriate tools for use including but not limited to SAP, Power BI, Tableau, Qualtrics
- Experience in using methodologies for developing innovation including but not limited to Six Sigma, Agile & Design Thinking



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.