Head of Aftersales

Role Overview

Head of Aftersales at Al Ghurair. This role leads the complete aftersales operation across service, parts, and warranty functions, driving strategy, operational excellence, and customer satisfaction across all customer segments.

Role Purpose

To develop and execute comprehensive aftersales strategies that drive business growth, ensure operational excellence across all workshop and parts operations, lead and develop high-performing teams, and maintain exceptional customer satisfaction while sustaining company profitability.

Key Responsibilities

Strategy & Business Development

• Plan, direct, and launch an effective strategy for workshop outputs.
• Develop and execute national aftersales strategies to drive business growth and improve customer satisfaction.
• Introduce new revenue streams related to Electric Vehicle Services.
• Identify opportunities for process improvements and implement changes to increase efficiency and effectiveness.
• Collaborate with the manufacturer on product development to ensure aftersales considerations are integrated into product design and development, thereby improving vehicle quality and reducing warranty repairs.
• Coordinate with marketing department to conduct routine service and parts campaigns to acquire new customers and retain existing customer visits.
• Provide express service for fleet customers through Annual Contracts for Mechanical Repairs & Services.
• Implement promotions activities properly in coordination with marketing department in comparison with competitors.

Governance & Compliance

• Monitor, control, and analyze budget, targets, objectives, and goals for performance and implement necessary actions.
• Ensure warehouse operation systems are aligned with all dealership operation guidelines and company policy.
• Ensure compliance with and maintenance of Service and parts operation procedures associated with ESMA (Emirates Standards).

Operations

• Manage overall service operations across all customer segments (Insurance Companies, Fleet Customers, and retail customers) ensuring achievement of business goals and sustaining profitability of the company.
• Coordinate the various activities of After Sales Operations with all departments concerned to ensure smooth running and harmonious working environment.
• Ensure strong leadership for service repair operations, parts warehouse management, and warranty administration and claims management.
• Randomly visit workshops to ensure systems are in place and customers are receiving best quality services on time.
• Retain customer satisfaction through monitoring implementation of work systems and handling customer problems in coordination with Customer Care department.
• Retain customer satisfaction through feedback surveys and handling customer problems in coordination with CRM department.

People Management & Development

• Lead and manage a team of aftersales professionals to ensure effective delivery of aftersales services.
• Ensure that all levels of service personnel are adequately trained and provided with up-to-date technical data.
• Establish strong leadership for the service repair operations and parts warehouse management teams.

Stakeholder Management & Communication

• Collaborate with cross-functional teams to ensure alignment and integration of aftersales initiatives.
• Participate in external aftersales activities such as training, conferences, and franchisee meetings.
• Prepare all reports related to discussions and communicate with your team.
• Analyze and interpret data to inform aftersales strategies and optimize performance.

Qualifications & Experience

Education

• Preferred: Master's in Business Administration (MBA).
• Minimum: Bachelor of Engineering, Specialization in Automobile with proven experience in aftersales operations.

Experience

• Preferred: Minimum 15 years' experience in handling Automobile Dealer Service, Warranty, Technical, and Parts Operations.
• Minimum: Minimum 10 years of experience in a Senior Managerial Role.

Skills & Competencies

• Sound knowledge of Business and Management Principles involved in strategic planning, money flow, resource allocation, service methods, and coordination of people.
• Knowledge of finance and P&L.
• Knowledge of principles and processes for providing customer satisfaction including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to drive results by setting targets, controlling resources, and optimizing utilization.
• Strong Administration, Leadership, Decision-making, and Problem-solving skills.
• Excellent Interpersonal and Communication skills (written, oral, and expression).
• Self-confident with conceptual and analytical thinking along with near and far vision.