Aftersales Operations Manager | BYD Automotive | Riyadh

Job Requisition ID: 164748

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions: automotive, financial services, real estate, retail, and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia, and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration, and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role:

The role is responsible to drive the Electric Mobility Aftersales setup in the network, manage the Electric Mobility Brand Distributor functions with the principals, and support retail operations to achieve the business objectives. As the key point of contact for the brand principal, the role's responsibility is to manage the principal interaction and engage relevant stakeholders to deliver the desired business plan and initiatives for annual and mid-term plans. In parallel, the role is responsible for directly managing the annual & mid-term business plan preparation, creating Electric Mobility value chain products, technical support, warranty & recall management, principal visits on branch audits, aftersales marketing plan implementation with a clear roadmap of quarterly campaigns, customer retention product implementation, and support to the retail network through MIS reporting, system package support, and SMC administration. The role will act as the key point of contact for engaging stakeholders on new development on Electric Mobility Aftersales business model.

This role will work closely with the Electric Mobility brand performance office to achieve the budgeted net sales, gross margin, net profit, and CSI/NPS for the respective brand service locations in KSA.

What you will do:

• Relationship management – To nurture a strong relationship with the principal that ensures the potential of the brand in the region is maximized through creating win-win collaborative action plans and enabling agility and adaptability to navigate change.
• Principal engagement - To act as the key point of contact with the principal for all aftersales areas and engage relevant business functions to prepare, agree, and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy.
• Principal audit visits – Responsible for planning and execution of principal audit activities in both service and parts area. Follow-up activity with branches on action plan progress to improve the gaps.
• Business Planning Support - To prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy.
• System Support – To maintain service package for menu pricing and SMC contracts in DMS (SAP) through MIS team.
• Business Plan – Responsible to prepare and present the budget, annual reviews, and business initiative information deck for MD, Finance, and COE (Centre of Excellence) function.
• VIN Visits – Work closely with Retail, CRM, and CEC to improve the VIN visit. Prepare and monitor monthly customer contact list based on mileage, market trend, and deferred jobs. Identify reasons for lapped customer and execute mitigation plan.
• Aftersales Marketing - With support from the Marketing department, design, plan, and implement marketing campaigns including promotions for created initiatives to maximize revenue potential and meet business plan agreements.
• 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.
• Incentive Programs – Identification and development of effective incentive programs to mobilize the workforce to maximize revenue and profitability.
• Recall Support - Execution of Recall activity with Principal and internal stakeholders. Achieve the annual target by ensuring awareness to customer, system, parts, and process readiness.
• Warranty Support – Seamless execution of warranty jobs in the retail network and on-time submission with all required information to the principal.
• Skill set & Tools requirement – Work closely with Learning and Development team and Customer Quality function to improve the associate skill level in the network and readiness of required tools to perform the jobs.
• Complete brand integration and relationship management of all aftersales related activities to aid the growth of aftersales volumes, margins for the brand(s) and create best customer experience.
• P&L ownership.
• KPI assessment.
• KPI report.
• Utilization, productivity & capacity report.
• Retention report.

Required skills to be successful:

• Possess strong reporting skills.
• Business maturity and excellent judgment.
• Ability to manage multiple priorities in a fast-paced environment.
• Collaborative skills for cross-functional teamwork.
• Focus on high-quality deliverables with attention to detail.
• Proven experience in developing, executing, and managing the entire customer service journey.
• Capability to guide colleagues within and outside the service discipline.
• Experience in Omnichannel Customer Experience Mapping.
• Creation of an effective CRM environment to engage customers.
• Knowledge of tools/systems for measuring effectiveness of customer touchpoints.

About the Team:

Reporting to Bodyshop Operation Manager, you will be an individual contributor working in a busy Aftersales environment.

What Equips You For The Role:

• 8 – 12 years in automotive aftersales department with 2-3 years in aftersales manager role. Preferably have handled EV brand.
• Aftersales Experience, preferably in EV.
• Excellent analytic skills.
• Goal driven.
• Striving for excellence.
• Strong command of both Arabic & English languages.