Al Futtaim Jobs - Aftersales Manager | Toyota Aftersales | Sharjah (Sharjah, AE)

Job Requisition ID: 58277 

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.

1. JOB DETAILS:
Job Title:	Aftersales Manager
Reports to (Direct):	Regional Aftersales Manager
Direct Reports:	4-8
Department:	Toyota Retail Aftersales
Location:	Toyota Retail Aftersales Network
Band:

 

2. JOB PURPOSE:

To drive the achievement of set targets – revenue, gross margin, Net Promoter Score (NPS), branch profit and loss, while managing the overall service center’s performance to consistently deliver seamless customer experience.

 

3. JOB DIMENSIONS:
Direct Reports:	4-8
Total Reports:	75-150
Financial Dimensions:	2019 budget: Shared responsibility to deliver a budgeted turnover of AED 366 million in revenue and AED 220 million in gross margin (Overall Toyota Retail Aftersales)   Primarily responsible for budgeted turnover in a mega site of AED 86 million in revenue and AED 48.5 million in gross margin.

 

4. KEY ACCOUNTABILITIES: Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks
Description	Performance Indicators
Drive branch performance to achieve Sold hours target Revenue target Accessory and SMC sales Recovery rate target	Monthly branch P&L
Ensure and monitor optimal capacity of resources in the service centre to deliver Total Quality Management and improve service retention.	Net Promoter Score Fix It Right Score Efficiency report Utilization, Productivity & Capacity report
Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service centre.	Dealer KPI Report HSSE Principal Compliance Legal Risk
Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.	Associate Engagement Score PDR management Talent Development Training plan OJT, Individual Development Plans Performance Improvement Plan
Study and evaluate current customer verbatim to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.	Repsonsetek Score (NPS / CSV) SGA Activity Customer Relation Department escalations
Conduct daily meetings with the Retail Service Manager, Workshop Manager and Parts team to align them on the targets and performance expectations	Daily meetings
Work with Human Resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce	HR Metrics and Performance Data
Effectively manage stakeholders through regular meetings to ensure corrective actions on issues pertaining, but not limited to: Toyota Head office Customer Engagement Centre Customer Relations Department Vendors Marketing team CRM; Business process and Mystery Shopping	Internal Performance reports
Hold regular MFRs with Branch Account Managers to understand and optimize Branch P&L	SAP Reports
Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting.	Forecasts
Manage facility to comply with the Toyota Corporate Image standards as well as HSSE standards	Audit reports HSSE report
Ensure 100% compliance with Standard Operating Procedures	Branch Audit Reports

 

 

 

5. JOB CONTEXT: Define organizational policy and other factors that have a critical impact on the job

Complete Brand integration and relationship management of all Aftersales related activities for aiding the growth of Aftersales volumes and margins for the branch.   Recruitment, coaching, development, retention and management of professionally trained service associates.   Owing to the inherent challenges with the facility, its limitations, including wash bay areas, parking space and environmental challenges, the Aftersales Manager is constantly challenged to meet the on time delivery target while adhering to the Principal Kaizen and other standards.   Managers are expected to maintain the profitability of their dealership while controlling expenses and maintaining customer and employee satisfaction.   This position interfaces with various stakeholders including:   Customers Retail Service Manager Workshop Manager Job Controller Service Advisors Technicians Support Staff Senior Management Brand & Marketing department Distributor department

 

6. QUALIFICATIONS, EXPERIENCE, & SKILLS:

Minimum Qualifications and Knowledge: Bachelor of Engineering, preferably Automotive or Business Management or equivalent.   Minimum Experience: 10 years overall experience with Automotive dealerships; of which a minimum of 5 years in aftersales at managerial level.   Job-Specific Skills:  Knowledge of Automotive dealer / distributor business processes, Strategic problem resolution skills, ERP skills, ability to lead change processes, and provide coaching and leadership.

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Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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