Al Futtaim Jobs - Head of Service Marketing | Al Futtaim Aftersales | Dubai (Dubai, AE)

Job Requisition ID: 51361 

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.

Head of Service Marketing

 

Job Purpose:

• The job holder will be responsible for driving service marketing performance and optimization across Aftersales in all brands and through all channels.
• This will include digital and E-commerce proposition, to improve lead generations in line with the all over CRM strategy.
• Responsible for strategic imperative by creating a seamless ATL and BTL platform for service customers which fully integrates with the physical attributes for the automotive customer life cycle

 

Job Description:

Service marketing

• Accountable for defining the strategy, development, execution, and measurement of the service marketing programs that accelerates growth and drive revenue
• Develops the Al Futtaim Aftersales Brand Image in collaboration with the Brands, creating ATL and BTL content
• Define the main customer groups and outline the most efficient way to target these customers using various channels
• Implement and deliver service conversion rate programs with a focus on increasing conversion, customer engagement and retention
• Develop value propositions for optimizing conversations and retargeting campaigns for new customers and reactivate lapsed customers
• Create a sustainable division wide aftersales service offering; e.g.  service maintenance contracts, roadside assistance program.
• Coordinates inter-divisional Service offers with Sales, Insurance companies, SMC providers and Financial Services

Digital Marketing and Ecommerce Solutions

• Create and drive aftersales digital journey, working cross functionally across all brands
• Coordinates with Corporate Marketing and the Business Units on the Web Structure of the Aftersales sites
• Ensures standardization of the “look & feel” of all digital interfaces with our customers and the seamless experience of the customer between digital and “physical” world
• Responsible for creating strategies to increase digital traffic which converts to leads, by creating innovative digital campaigns
• Manage, create, provide recommendation for brand service campaigns content highlighting value propositions, which will help maximize the campaigns effectiveness.
• Work and align with product suppliers.
• Monitor digital and social media KPI’s and implement countermeasure plans to improve customer experience and web traffic which leads to improved conversion rates
• Orchestrate all aspects of a strategic ecommerce plan. Combine existing expertise in sales, marketing, technology and management to deliver a superior brand and digital experience for all customers
• Manages e-commerce platform for B2C and B2B products to achieve annual financial targets
• Accountable for principals, stakeholders and internal / external partner management

 

Market Intelligence and Performance KPI

• Creates measurement, including the design and operation of relevant dashboards and reports; which articulated the campaign success and improvements
• Develops an effectiveness framework, including campaign ROI, tracking and monitoring, to measure the efficiency of all Service Marketing activities
• Establishes with stakeholders KPI’s to measure marketing effectiveness by marketing channel
• Defines and manages the analysis and improvement of various conversion touch points
• Creates and updates comprehensive industry, competitor and customer models including, but not limited to, market share, growth projections and trends.
• Collate competition data and market trends from internal and external sources and utilize systems and technologies (Web Scrapping, data collection portals, markets surveys, mystery shopping, google analytics) to track campaign effectiveness, influence best practice and strategic business decision making

 

Greenfield Projects

• Defines marketing channels and offer solutions to the project core team in incubation and transformation projects
• Creates content in alignment with stakeholders; ensuring the brand values are clearly defined and be “transferred’ to associates, private and professional customers
• Create customer journey mapping touch points to maximize the commercial opportunities
• Creates benchmarking and solution improvement criteria’s

 

Qualification, Experience and Skills:

Education:

• Bachelor’s Degree (MBA Preferred) with demonstrated experience in any of the following
• Expert knowledge and experience in Marketing, especially Digital Marketing and Ecommerce

 

Minimum Experience and Knowledge: 

• Minimum of 10 yrs. Senior Marketing experience in automotive or similar industries
• Distributor and OEM experience is an advantage
• In-depth knowledge and understand of marketing digital tools and solutions

 

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

• Focus on driving commercial results with measurable KPIs
• Exceptional communication skills, especially around translating technical knowledge into forms that can be digested by leadership and non-technical project teams
• Excellent analytical and problem-solving skills
• Capability to motivate and align teams on the same target in a Matrix organization
• Highly adaptable with meticulous attention to detail
• Excellent organization abilities, working agile and result orientated

 

 

 

 

 

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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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