Reception Manager | Al-Futtaim Automotive | Toyota

Job Requisition ID: 169609 

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

We are looking for a skilled and dynamic Reception Manager to join our Toyota Al Badia Service Center team. As a Reception Manager, you will be responsible for overseeing and leading a team of 13, including 3 Reception Supervisors, 6 Receptionists, and 4 Cost Clerks. You’ll play a key role in ensuring the highest standards of customer service, acting as a role model and promoting a culture of excellence, enthusiasm, and professionalism in our service reception

What You Will Do

• Maximize aftersales revenue and margin performance through effective target setting for Service Advisors.
• Monitor and ensure optimal frontline resource allocation (Service Advisors, drivers, car cleaners) to maintain Total Quality Management.
• Oversee daily Work-In-Progress (WIP) management to optimize revenue and minimize financial risks.
• Conduct daily alignment meetings with Service Advisors and frontline staff to communicate targets and performance expectations.
• Analyze customer feedback with the Aftersales Manager and implement Small Group Activities to enhance both customer experience and operational efficiency.
• Assign customers to Service Advisor teams to reduce waiting time and improve the Net Promoter Score (NPS).
• Ensure Service Advisors capture accurate customer data in SAP for effective engagement and follow-up.
• Collaborate with HR and the Aftersales Manager to ensure optimal staffing levels with qualified team members.
• Handle escalated customer complaints and reflect Al-Futtaim’s values of customer centricity in all resolutions.
• Submit accurate weekly performance forecasts based on market trends and operational data.
• Uphold Toyota’s Corporate Image standards and ensure 100% compliance with all SOPs

Required Skills to Be Successfu

• Strong leadership and team management capabilities
• Deep understanding of aftersales operations and frontline resource planning
• Analytical mindset with the ability to interpret operational data and customer feedback
• Excellent communication and conflict resolution skills
• Commitment to quality, compliance, and continuous improvement

About the Team
You will be part of a dynamic Aftersales Operations team dedicated to delivering exceptional customer service and operational excellence. The team is performance-driven, collaborative, and committed to upholding the highest standards of the Toyota brand

What Equips You for the Role

• Proven experience in an aftersales or automotive service environment
• Certified Service Advisor from a well-known automotive manufacturer
• Familiarity with SAP or other customer data management tools
• Strong organizational skills with a proactive and customer-focused mindset
• Ability to lead, coach, and develop a high-performing team
• Understanding of Total Quality Management and Standard Operating Procedures

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.