Al Futtaim Jobs - Demand Manager- Aftersales | Customer Experience Center | Dubai (Dubai, AE)

Job Requisition ID: 51446 

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.

Demand Manager- Aftersales

 

Job Description:

• The Demand Planning Manager’s role is to drive execution and return on investment on brand campaigns which are run through the Automotive Customer Engagement Center. 
• The role supports Automotive brands including Toyota, Lexus, Honda, TE, Hertz, Automall and ASU. 
• The role is to understand the brand campaigns and ensure the CEC agent readiness to execute the same. 
• The role delivers insight information and analysis, supporting the brand to maximize ROI as well as help CEC reduce cost per interaction by recommending the most appropriate initiative to drive revenue.

 

Key Responsibilities:

• Create process on brand upcoming activities in details to optimize deployment of given activity. Ensure all unit of CEC are properly informed and ready to support brand activity (i.e. WFM, RP, operations)
• Build proper process to support brand and help CEC readiness to ensure optimized performance of campaign.
• Accomplish business objectives by monitoring campaign performance KPI results making recommendations for the business,
• Identify changes based on business needs to report and campaigns requirements in consultation with business brand, customer feedback and supporting staff. Drive the changes to implementation
• Develop opportunities for additional revenues driven activities by reviewing reporting and analysing performance, identifying new customer targets and suggesting new offers. Able to use all existing tool to extract customer data for analysis.

 

 

Qualification, Experience and Skills:

Minimum Qualifications and Knowledge:

• Bachelor degree or equivalent 4 years university diploma
• Contact centre systems and telephony knowledge

Minimum Experience:

• 5 years’ work experience in customer service or equivalent
• 3 years’ experience in a process mapping and designing role

Job-Specific Skills:

• Time management
• Work to deadlines
• Can work on own initiative
• Excellent Oral and written skills in English (Arabic is a plus)

Behavioural Competencies:

• A team player
• Excellent Interpersonal Skills
• Cultural awareness
• Able to build strong relationships

 

 

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