Al Futtaim Jobs - Consumer Happiness Manager | Trading Enterprises | Dubai, UAE (Dubai, AE)

Job Requisition ID: 40293 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

Job Title:             Consumer Happiness Manager

Reports to:         Service Manager

Department:      Aftersales

Location:             Across UAE

 

Job Description:

• Ensure courteous and professional handling of the customer to guarantee Customer Satisfaction and Retention. Makes sure to take care of the entire workshop in the absence/leave of the Aftersales/Service Manager. Maintain high level of motivation and morale in the team and ensure development of the staff, to achieve high level of employee satisfaction and thereby high productivity and customer satisfaction. Ensure effective personal and telephonic communication with customers regarding charges, approvals and negotiations.
• Ensure equally clear and concise communication with foreman regarding job. Follow-up (during service) to ensure timely delivery of the vehicle to customers with jobs carried out completely

 

Key Responsibilities:

• Assists in planning and strategy to maximize the revenue potential from Service operations to meet the Net Sales, Gross margin & net profit objectives.
• To implement the Principals Dealer standards on Systems and processes for achieving compliance and adopting best business practice.
• Ensures that Reception area is well managed and operates smoothly for high level of efficiency and customer satisfaction.  Depute for Service Manager in his absence for continuity of workshop operations
• Develop good human relations and understanding with co-workers.  Provide job related assistance and advice from time-to-time.  Ensures he is updated on policies and systems and provides on-the-job training to the co-workers voluntarily
• To adhere to product concern handling and escalation process to achieve timely resolution and customer satisfaction and ensure staff are technically updated of the developments.
• Interact with the shop floor Foreman daily to know the workshop loading.  Pre-booking accordingly to ensure workshop efficiency and at the same time to prevent undue delay to vehicle delivery.
• Responsible for ensuring service processes are efficient and customer complaints are managed by promoting standard sales procedures to the sales team members.

 

Qualifications, Experience & Skills:

 

Minimum Qualifications and Knowledge:

Diploma or Bachelor of Automobile /Mechanical Engineering.

Minimum Experience: 

5 to 8 Years overall experience with automobile dealership – Out of which a minimum 3 years   in Service Dept. at managerial role.

Job-Specific Skills:

Automotive dealer / distributor business processes, working knowledge of MS office, ERP skills, KPI driven customer focused operation, leadership

Behavioural Competencies :

People oriented, strategic and analytical, honest and responsible, cultural sensitive and  sound work ethics.

 

 

 

KGM

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