Aftersales Performance Manager

Job Description

Aftersales Performance Manager | Toyota & Lexus | Al Futtaim Automotive | DubaiJOB PURPOSE: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 support of the Center of excellence (COE) team.KEY ACCOUNTABILITIES:PlanningBusiness Planning- To prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategyBudgeting - To support the Aftersales Distributor in the annual budget on the basis of Units in Operation (UIO), future sales performance, past achievement and market trend to meet the business planOperationsBusiness Objectives- To achieve and exceed the budgeted target on Net sales, Gross Margins and Net profit by maximising therevenue 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 the aftersales Distributor Technical Department, and to highlight training needs/ corrective actions to drive service quality.Location Productivity- Analyse across every location, productivity, efficiency and utilisation report, and devising actions 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 work closely with Parts Distribution Centre (PDC) 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 ChainDemand Creation- To implement national initiatives to drive demand through our products including service, accessories, parts and labour 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 saleAftersales Marketing- With support from the Marketing department, design, plan and implement marketing campaigns including promotions for created initiatives to maximise revenue potential and meeting business plan agreements.Incentive Programmes? Identification and development of effective incentive programmes to mobilise the workforce to maximise revenue and profitabilityBusiness 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- Internal Compliance & Audit - To drive the fulfilment of actions & recommendations of internal audit & compliance- 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- Functional leadership of Business Excellence ? leadership of business excellence initiatives across Trading Enterprises business with support of functional MIS and CX teamPrincipal & Brand ManagementRelationship 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? Along with Dealer principals, will support the implementation of 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

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