Aftersales Manager - Jobs in Dubai, United Arab Emirates

Job Description

Aftersales Manager | Al Futtaim Motors | Toyota & LexusOverview of the role?ÿÿÿTo drive the achievement of set targets ?revenue and net sales, gross margin, Net Promoter Score (NPS), branch profit and loss, while managing the overall service center?s performance to consistently deliver seamless customer experience through a highly motivate team.?ÿÿÿTo manage and control all aspects of the Service Department and achieve performance targets by active participation in the service operation in line with AF SOPs to:?ÿÿÿImplement dealer operating policies and standards to achieve high levels of customer satisfaction and retention?ÿÿÿMaximise service department profitability through the sale of labour, parts and other associated products to franchise and non-franchise customers.?ÿÿÿSupport Associates to create a seamless process and high associate engagementÿÿWhat you will do?ÿÿÿDrive branch performance to achieve: Sold hours target, Revenue per order target, Accessory and SMC sales and Recovery rate target?ÿÿÿEnsure and monitor optimal capacity of resources in the service centre to deliver Total Quality Management and improve service retention.?ÿÿÿCompliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service centre.?ÿÿÿPeople: Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.?ÿÿÿLearning & Development: Identify Service staff training requirements to meet the positions objectives, Develop the quarterly training planning for the Service Department, Ensure the completion of the defined training planning according to AFG guidelines, Focus on team certification?ÿÿÿWork with Human Resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce?ÿÿÿStudy and evaluate current customer verbatim to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.?ÿÿÿConduct daily meetings with the Retail Service Manager, Workshop Manager and Parts team to align them on the targets, performance expectations, plan and execute strategies.?ÿÿÿReview the effectiveness of the agreed action plans implemented actions with a continuous improvement mind-set (PDCA cycle, Gemba, Kaizen). Implement, follow-up and sustain countermeasures?ÿÿÿMarketing: Seamless execution of marketing activity at site. Also give regular input to central team on what is required for customer retention?ÿÿÿEffectively manage stakeholders through regular meetings to ensure corrective actions on issues pertaining, but not limited to:Toyota Head office, Customer Engagement Centre, Customer Relations Department, Vendors, Marketing team, CRM; Business process and Mystery Shopping?ÿÿÿHold regular MFRs with Branch Account Managers to understand and optimize Branch P&L?ÿÿÿOther core KPIs management: Annual appraisal rate, 5S audits, Mystery Shopping scores, Standards audits, Service Customer Returns, Reduce down time (VOR), Warranty KPIs, Age analysis of WIP and debtors, Average turnover per Service Repair Order, Tools & Service Equipment ? Adequate quantity of calibrated 100% availability, Increase Customer base for Service e.g. From Existing customer base to a Targeted Value as per the local situations, Inventory & Stock Management, Service Conversion rate trends?ÿÿÿSubmit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting?ÿÿÿManage facility to comply with the Toyota Corporate Image standards as well as HSSE standards?ÿÿÿEnsure 100% compliance with Standard Operating Procedures?ÿÿÿThis position interfaces with various stakeholders including: Customers, Retail Service Manager, Workshop Manager, Job Controller, Service Advisors, Technicians, Support Staff, Senior Management, Performance Offices, Subcontracted associates

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