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

Job Requisition ID: 63590 

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.

Aftersales Enhancement Manager| Al Futtaim Toyota Aftersales | Dubai

 

About the Position:

Al Futtaim Toyota is currently looking to recruit an experienced Aftersales Enhancement Manager to join our team in Dubai. Reporting to the Regional Aftersales Manager, you will create and improve processes, systems and people capabilities in the branch of Al Futtaim Toyota that can be duplicated and implemented in the entire aftersales network. You will; 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. 

 

Specifically, your key responsibilities are as follows:

 

1. Best in Town (BIT) performance

• Create a model site on which performance, quality and business improvement in the aftersales network can be based.
• The BIT performance should be accompanied by business results with improvements in efficiency, profitability and customer service.
• Creation of a “KAIZEN Culture” within the service organization that will enable associates and teams to make key business improvements, measured by KPI’s and implemented in line with Toyota TBP methods.

 

2. Transformational Project:

• The manager of this site should be the leader in the aftersales organization in making transformational change in the business based on analysis of customer experience, business KPI’s and associate feedback.
• The manager should be able to drive this change within the branch and also enable the transference of this learning and change to other branches.

 

3. Digital Enhancements

• The manager in this site should also be the testing ground for system enhancements in the digital space, this should include the implementation and testing of new processes leading to further kaizen in both process improvement and system improvement.

 

4. Drive branch performance to achieve

• Sold hours target
• Revenue target
• Accessory and SMC sales
• Recovery rate target

 

5. Ensure and monitor optimal capacity of resources in the service centre to deliver Total Quality Management and improve service retention.

6. Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service centre.

7. Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.

8. Study and evaluate current customer verbatim to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.

9. Conduct daily meetings with the Retail Service Manager, Workshop Manager and Parts team to align them on the targets and performance expectations

10. Work with Human Resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce

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