Performance Manager

Roles and responsibilities

Are you passionate about the automotive industry and ready to take on a dynamic role that drives excellence? As an Aftersales Performance Manager, you will be at the forefront of our UAE aftersales operations in Al-Futtaim Motors. Your mission will be to support the development and execution of the aftersales business plan, ensuring we achieve our budgeted net sales, gross margin, and net profit for service locations.

You'll be the driving force behind building a strong service network and a customer-centric team, keeping our brand ahead of the competition. Additionally, you'll lead Business Excellence activities across all brands, innovating and setting standards for an exceptional omnichannel customer experience with the support of the Center of Excellence (COE) team.

What you will do:

• Craft and execute aftersales business plans that align with our brand and company strategy.
• Collaborate with the Aftersales Distributor to develop an annual budget based on Units in Operation, future sales performance, past achievements, and market trends.
• Exceed budgeted targets on net sales, gross margins, and net profit by maximizing revenue streams and optimizing key Service KPIs.
• Resolve product-related technical issues with the assistance of the aftersales Distributor Technical Department.
• Analyze productivity, efficiency, and utilization reports across locations and implement actions to boost performance.
• Work closely with the Parts Distribution Centre (PDC) to optimize stock levels and ensure sales volumes and customer satisfaction.
• Drive demand through national initiatives for service, accessories, parts, and labor.
• Plan and execute engaging online and offline promotions and customer engagement at points of sale.
• Develop and implement innovative marketing campaigns with the support of the Marketing department.
• Enhance the service process and customer journey to deliver an outstanding omnichannel customer experience.
• Improve CRM activities to boost customer retention and service coverage ratio.
• Ensure compliance with internal audit and corporate requirements for quality management, health & safety, legal stipulations, social responsibilities, and general duty of care.
• Engage with Al-Futtaim and other external stakeholders to bring best practices and innovation.

Desired candidate profile

• BA degree in Mechanical, Electrical, or Automotive Engineering; Postgraduate in Business Management or Information Technology is a plus.
• 8-12 years of experience in the Automotive Aftersales department, with 2-3 years in an Aftersales Manager position.
• Expertise in optimizing Automotive Services and managing multiple priorities in a fast-paced environment.
• Proven ability to develop, execute, and manage the entire service customer journey.
• Experience in Omnichannel Customer Experience Mapping and CRM environment.
• Proficiency in business transformation of Data Analytics, MIS, and BI, including tools like SAP, Power BI, Tableau, Qualtrics.
• Familiarity with methodologies like Six Sigma, Agile, and Design Thinking.
• Fluency in English; GCC experience and experience with premium automotive brands are ideal.
• Exceptional skills in aftersales operations and customer relations.
• Strong data analytical, evaluation, and interpretation skills.
• Excellent stakeholder management skills and high attention to detail.
• Business planning, organizing, and ability to balance multiple demands.
• High energy, enthusiasm, leadership, and ability to drive complex solutions.
• Professional written and verbal communication and interpersonal skills.
• Ability to develop and deliver presentations and motivate teams.