Manager Trade Cycle Management

What you will do:

• Design initial TCM approach with L&D and external trade cycle management training company
• Lead TCM subproject within Captive Finance project
• Ensure all Toyota, Honda, CJD, Volvo, Automall, Used Vehicles and AFF sales staff participate in accreditation process
• Develop reporting tools and templates to track TCM and repurchase rates accurately across AFF portfolio
• Develop and implement a customer loyalty strategy across the AFF business
• Implement system(s), processes, and collateral to delivery increased customer centricity
• Work closely with OEM Brand partners to deliver an aligned customer approach
• Co-create supporting tools and collateral for sales process and in-dealership communication
• Create Loyalty programs and bespoke loyalty offers
• Utilise portfolio data to drive repurchase strategies
• Establish portfolio analysis tools
• Create equity and parity leads
• Establish early renewal process
• Develop the customer experience strategy from an AFF perspective and champion the processes and teams to support that customer journey
• Accountable for defining and driving change for in-life customer value by delivering solutions that meet customer needs and objectives
• Manage systems, processes, and policies to ensure separation of the brand identities when interacting with customers
• Create AFF BDC concept to capture all outbound in-life and inbound customer enquiries across the business
• Develop and implement systems, processes, and scripting for BDC consultants
• Establish effective lead management concepts
• Utilize Al Futtaim customer journey framework to create additional value for the customer and Al Futtaim
• Optimise customer self-service tools to deliver workforce planning objectives
• Ensuring the AFF and the wider business is aware of updates, changes
• Supporting the Sales and operations teams to integrate the partnership processes within AFF processes
• Regular communication within AFF on all partnership elements
• Lead the internal TCM training group together with Learning & Development
• Provide training and on-site coaching
• Document and benchmark best practices within Al-Futtaim, UAE and international markets
  

Required Skills to be successful:

• TCM, retention and EoT auto-captive knowledge
• Full working knowledge of auto finance process
• Full working knowledge of captive financing processes and products
• Outstanding interpersonal, facilitation, and presentation skills.
• Strong quantitative and analytical skills
• Creative and can work under pressure
• Knowledge about current market and customer trends
• Understanding of the automotive sales process and finance offerings in mature markets
  

What equips you for the role:

• Minimum of 5 years’ experience in dealership and automotive finance operations or other relevant experience