الوصف الوظيفي
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 FCA related 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 Value Chain activities across all Trading Enterprises brands acting as head of Value Chain, driving best practices in maximizing the opportunities to generate revenue and profitability within our aftersales products, pricing, promotions and positioning with support of functional value chain 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
Functional leadership of Value Chain – leadership of value chain initiatives across Trading Enterprises business with support of functional value chain team
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
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.
المهارات
Education: BA degree in Mechanical, Electrical or Automotive Engineering or similar. Post graduate in Business management or Marketing would be an added advantage.
Minimum Experience and Knowledge:
This position requires business maturity and excellent judgment. Successful candidates generally have 10-15 years in Automotive Aftersales department with 5 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.
Extensive experience in aftersales marketing or commercial roles in automotive
Must have English fluency
Ideally has GCC experience.
Ideally has experience working with mass market 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 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
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
تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة المحاسبة
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي المبيعات
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 10
منطقة الإقامة الإمارات العربية المتحدة
الشهادة بكالوريوس/ دبلوم عالي
https://www.bayt.com/ar/uae/jobs/national-aftersales-manager-cjdr-4208175/
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