Senior Manager

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 Al Futtaim Finance's ( 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

TCM marketing

• Co-create supporting tools and collateral for sales process and in-dealership communication

• Create Loyalty programs and bespoke loyalty offers

Training and Coaching

• 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

Retention and Loyalty

• Utilise portfolio data to drive repurchase strategies

• Establish portfolio analysis tools

• Create equity and parity leads

• Establish early renewal process

• Establish and measure retention KPIs

Customer Experience & In-Life

• 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

Business Development Center

• 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

What Equips You For The Role: