Al Futtaim Jobs - National Aftersales Manager | Volvo | Dubai (Dubai, AE)

Job Requisition ID: 61701 

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.

National Aftersales Manager- Volvo

 

Job Purpose:

The role is responsible for the UAE aftersales operations by developing and executing the aftersales business plan and achieving the budgeted net sales, gross margin, net profit and CSI/NPS for Volvo service locations in the U.A.E. By proactively developing a strong service network and customer centric team, that anticipates the customer needs the role enables the brand to stay ahead of its competition. Concurrently, the role will also lead on Business Excellence activities across all Trading Enterprises brands acting as head of Business Excellence, developing enhancement and best practices in data analytics and business intelligence along with driving omnichannel customer experience innovation and standards across all brands in Trading Enterprises with support of the functional business excellence team.

Job Description:

Planning:

• Business Planning - To prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy
• Budgeting - To analyse and prepare the annual budget on the basis of Units in Operation (UIO), future sales performance, past achievement and market trend to meet the business plan

Operations:

• Business Objectives - To achieve and exceed the budgeted target on Net sales, Gross Margins and Net profit by maximising the revenue streams and optimising and implementing key Service KPI’s including Productivity, Efficiency and Utilisation.
• Technical Support - Ensures that all products related technical problems reported are resolved with help of technical support manager.
• Location Productivity - Analyse across every location, productivity, efficiency and utilisation ratio report, using the results to poor performing locations and implementing action to improve performance. In addition to review fixed and variable costs at each location to ensure variances are minimised and net contribution is maximised.
• Stock Optimisation - To maximize the return on inventory by keeping optimum stocks without affecting availability to ensure sales volumes are met and customer satisfaction levels achieved.

Value Chain:

• Demand Creation - To implement national initiatives to drive demand through our products including service, accessories, parts and labour and developing right pricing to ensure opportunities of increased revenue and profitability are realised and to ensure customer ownership costs are reasonable and competitive in the market.
• POS Customer Engagement – plan and execute online and offline promotions & customer engagement at the right place and points of sale
• Aftersales Marketing - With support from the Aftersales Marketing Manager, design, plan and implement strategic marketing campaigns including promotions for created initiatives to maximise revenue potential and meeting principal business plan agreements.
• Incentive Programmes – Identification and development of effective incentive programmes to mobilise the workforce to maximise revenue and profitability

 

Business Excellence:

• Customer Experience - To develop, implement and improve the service process and customer journey to enhance the customer omnichannel experience and strive continuously for best in class CSI & NPS
• CRM - To develop, implement and improve CRM activities to improve customer retention and service coverage ratio by proactively anticipating the changing customer needs and demands
• Dealer Standards - To agree and implement the Principals Dealer standards on systems and processes for achieving compliance and adopting best business practise
• Facilities & Equipment - To assess and recommend the requirement of Facilities and Equipment in anticipation of the future business requirement, including their Digitalisation. Ensure proper upkeep of Facilities and Equipment.
• Al-Futtaim Operating Coherence - To ensure all operational activities meet with Al-Futtaim corporate requirements for quality management, health & safety, legal stipulations, social responsibilities and general duty of care.
• Best Practice Engagement - engage and liaise with Al-Futtaim and other external stakeholders to bring best practices and innovation whilst implementing group directives where needed.
• Innovation – be a source of inspiration and innovation through critical analysis of the business & working collaboratively in agile teams to develop and execute transformation
• Functional leadership of Business Excellence – leadership of business excellence initiatives across Trading Enterprises business with support of functional MIS and CX team

 

Principal & Brand Management:

• Relationship management – To nurture a strong relationship with the principal that ensures the potential of the brand in the region is maximised through creating win-win collaborative action plans and enabling agility and adaptability to navigate change.
• HR Leadership
• HR Strategy - To plan and implement agreed strategy for HR management and development including search and recruitment, succession planning, motivation, culture and attitudinal development, performance appraisals and quality management issues. To proactively grow employee engagement scores through impact planning and appropriate interventions.
• Emiratisation - To achieve the company objective on Emiratisation through effective talent management, and creating an environment that attracts, develops and retains local talent

 

 

Education, Experience & Skills:

Education: BA degree in Mechanical, Electrical or Automotive Engineering or similar. Post graduate in Business management or Information Technology would be an added advantage.

 

Minimum Experience and Knowledge: 

• This position requires business maturity and excellent judgment. Successful candidates generally have 8-12 years in Automotive Aftersales department with 2-3 years in a Aftersales Manager position.
• Experience in optimisation of Automotive Services. Ability to manage multiple priorities in a fast-paced environment; work collaboratively with cross-functional teams and ensure high quality deliverables with attention to detail. Proven ability to develop, execute and manage entire the service customer journey. Be able to guide colleagues inside and outside the service discipline. Affinity with cars in general and the automotive industry in particular.
• Experience in Omnichannel Customer Experience Mapping with creation of an effective CRM environment that engages the customer along their journey and tools/systems to measure the effectiveness of touchpoints.
• Experience in business transformation of Data Analytics, Management Information Systems (MIS) and Business Intelligence (BI) including user knowledge of appropriate tools for use including but not limited to SAP, Power BI, Tableau, Qualtrics
• Experience in using methodologies for developing innovation including but not limited to Six Sigma, Agile & Design Thinking
• Must have English fluency
• Ideally has GCC experience.
• Ideally has experience working with premium automotive brands.
• Ideally has Arabic, Hindi, Urdu or Tagalog fluency

 

Job-Specific/Technical Skills required to complete the tasks:

• Excellent skills in aftersales operations and customer relations
• Strong data analytical, evaluation and interpretation skills able to present complex data in business language to non-technical stakeholders
• Strong stakeholder management skills with the ability to communicate and interact with officials at all levels and to work effectively with a wide range of constituencies in a diverse community
• High attention to detail
• Business planning, organizing and ability to balance multiple demands and simultaneously manage several projects
• Obtaining commitment and co-operation ideally through consent and willingness
• High energy & enthusiasm
• Leadership and ability to drive through complex solutions
• Professional written and verbal communication and interpersonal skills able to drive best practices and productivity across a wide workforce
• Ability to develop and deliver presentations
• Ability to motivate teams with good team building skills
• Negotiation skills
• Innovative problem-solving skills
• Competent to analyse market information
• Ability to analyse and interpret financial data, including P&L.
• Confidence in own decision making
• Target oriented and drive to exceed demanding challenges
• Analytic and pro-active
• Persistent and focused on long term results

 

 

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