Aftersales Ops Manager
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الوصف الوظيفي The role is responsible for the UAE aftersales operations by supporting the development and execution of the aftersales business plan and achieving the budgeted net sales, gross margin, net profit and CSI/NPS for Toyota & Lexus service locations in the U.A.E. By proactively supporting the network and dealer principals to build 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 Al Futtaim Motors (AFM) brands, developing enhancements and best practices along with driving omnichannel customer experience innovation and standards across all brands in AFM with the support of the Center of excellence (COE) team. • Planning - Business Planning & Budgeting. • Operations - Business Objectives, Technical Support, Location Productivity, Stock Optimization • Value Chain - Demand Creation, POS Customer Engagement, Aftersales Marketing, Incentive Programs, Business Excellence • Customer Experience – CRM, Dealer Standards, Internal Compliance & Audit, Facilities & Equipment, Al-Futtaim Operating Coherence, Best Practice Engagement, Innovation. • Functional leadership of Business Excellence. • Principal & Brand Management • Manpower and Capacity planning المهارات Education: BA degree in Mechanical, Electrical or Automotive Engineering or similar. Postgraduate 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 an Aftersales Manager position. - Experience in optimization 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 analyze market information - Ability to analyze 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 تفاصيل الوظيفة https://www.bayt.com/ar/uae/jobs/aftersales-ops-manager-4445013/ |
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