Performance & Standards Manager | Al-Futtaim Automotive - BYD | Riyadh

Job Requisition ID: 178091 

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 Performance & Standards Manager will head the Performance & Standards function for BYD & Denza in KSA, driving operational standardization, customer experience excellence, and commercial performance across showrooms and workshops. The role ensures consistent execution of Al-Futtaim and BYD brand standards across the network and is directly accountable for elevating performance of core service operations and allied businesses such as accessories and service products. This is a high-visibility role demanding strong operational instincts, analytical rigor, and the ability to influence the network at every level.

What You Will Do

Operational Standards & Network Governance

• Define, deploy, and govern operational standards across all BYD & Denza showrooms and workshops in KSA.
• Drive consistent execution of Al-Futtaim and BYD brand customer experience standards across the network.
• Lead the network audit framework — process audits, mystery shopping, and standards assessments — and convert findings into action.

Customer Experience

• Own customer experience KPIs across Sales and Aftersales (NPS, CSI, SSI, complaint resolution).
• Partner with Customer Relations to identify experience gaps and drive structured improvement programs.

Performance Management of Core & Allied Business

• Drive commercial performance of core service business and allied revenue streams: accessories, service contracts, value-added products, and service products across showrooms and workshops.
• Set targets, build penetration plans, and track performance by branch, advisor, and channel.
• Run network-level performance reviews, identifying outliers and replicating best practices.

Operational Excellence Programs

• Lead continuous improvement initiatives across branches — productivity, throughput, capacity utilization, and conversion improvement.
• Standardize SOPs, training touchpoints, and execution toolkits across the network.

Cross-Functional Collaboration

• Partner with Sales, Aftersales, Marketing, Training, and Network Development to align standards with execution capability.
• Work closely with branch leadership to embed standards as part of daily operating rhythm.

Reporting & Analytics

• Build and maintain the network performance dashboard covering standards adherence, CX metrics, and allied business penetration.
• Deliver monthly performance reviews to Aftersales and brand leadership with clear actions and accountability.

Required Skills to Be Successful

• Strong operational and process orientation, with proven ability to standardize across a multi-site network
• Deep customer experience instinct combined with commercial discipline
• High passion for the business, hands-on engagement at branch level, and ability to drive change through influence
• Strong analytical capability — KPI design, dashboarding, performance diagnostics
• Excellent stakeholder management across branches, OE, and HQ functions
• Coaching and capability-building mindset
• Confident communication and presentation skills

What Qualifies You for the Role

• Bachelor's degree in Business, Engineering, or related field. MBA preferred.
• 12–20 years of experience in automotive operations, retail performance, network development, or standards management.
• Proven track record of driving CX, standards, and commercial performance across a multi-branch dealer network.
• Strong analytical and BI tool proficiency (Power BI, Excel, CRM/DMS reporting).
• GCC or KSA market experience strongly preferred. Exposure to OE-led standards programs is an advantage.

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.