Head of Aftersales

Role Overview

Head of Aftersales at Al Ghurair Investment, a leading diversified family business group operating across the Middle East. The role is based in the UAE.

Company Overview

Al Ghurair Investment is one of the largest diversified family business groups in the Middle East, with operations in seven distinct industry sectors: foods, resources, properties, construction, energy, mobility and ventures. Headquartered in Deira, the heart of Dubai, the company's diversified operations span more than 20 countries and 7 sectors globally, employing approximately 28,000 people. With a grassroots heritage in the United Arab Emirates spanning more than six decades since 1960, Al Ghurair Investment has fostered a proud history of innovation and entrepreneurship. Al Ghurair Mobility, drawing on over 60 years of automotive expertise, is redefining transportation across the UAE by advancing cleaner, smarter, and more connected mobility solutions, including hybrid and CNG-powered taxis and the EXEED brand, a high-tech automotive brand known for intelligent design, advanced safety features, and refined performance.

Role Purpose

The Head of Aftersales is responsible for ensuring organizational effectiveness by providing strategic leadership for the organization's operations and operations and strategic planning of the service and parts warehouse whilst maximizing revenue growth, improving customer satisfaction, and ensuring operational excellence in service delivery, parts management, and warranty administration. This position works with the Executive Vice President to align the Service and Parts operations in the most efficient and strategic way, supporting Aftersales Managers with the support of the Parts Manager, Warranty Manager and Technical Manager. The role is responsible for achieving annual net sales down to net profit.

Key Responsibilities

Strategy

• Plan, direct, and launch an effective strategy for workshop outputs.
• Develop and execute national aftersales strategies to drive business growth and improve customer satisfaction.
• Monitor, control and analyze budget, targets, objectives and goals for performance and implement necessary actions.
• Analyze and interpret data to inform aftersales strategies and optimize performance.
• Collaborate with cross-functional teams to ensure alignment and integration of aftersales initiatives.
• Collaborate with the manufacturer on product development to ensure aftersales considerations are integrated into product design and development therefore improving vehicle quality and reducing warranty repairs.

Compliance & Operations

• Ensure warehouse operation systems are aligned with all dealership operation guidelines and company policy.
• Ensure compliance and maintenance of the Service and parts operation procedures associated with ESMA (Emirates Standards).
• Manage overall service operations across all customer sets (Insurance Companies, Fleet Customers and retail customers) ensuring achievement of business goals and sustaining profitability of the company.
• Coordinate the various activities of the After Sales Operations with all departments concerned to ensure smooth running and harmonious working environment.
• Ensure strong leadership for the service repair operations, parts warehouse management and warranty administration and claims management.
• Randomly visit the workshops to ensure those systems are in place and customers are receiving the best quality of services and on time.

Customer Satisfaction & Retention

• Retain customer satisfaction through feedback surveys and handling customer's problems in coordination with CRM department.
• Coordinate with marketing department to conduct routine service and parts campaigns to acquire new customers and retain existing customer visits.
• Provide an express service for fleet customers through Annual Contracts for Mechanical Repairs and Services.
• Retain customer satisfaction through monitoring implementation work systems and handling customer's problems in coordination with Customer Care department.
• Communicate with key account customers and review third-party service providers, including Bodyshops.

Marketing & Revenue

• Coordinate with marketing department to implement promotions activities properly in comparison with competitors.
• Introduce new revenue streams related to Electric Vehicle Services.
• Identify opportunities for process improvements and implement changes to increase efficiency and effectiveness.

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.
• Participate in external aftersales activities such as training, conferences, and franchisee meetings.
• Prepare all reports related to discussions and communicate with your team.

Qualifications & Experience

Education

• Preferred: Master's in Business Administration (MBA)
• Minimum: Bachelor of Engineering with specialization in Automobile

Experience

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

Skills & Competencies

• Sound knowledge of Business and Management Principles involved in strategic planning, money flow, resource allocation, service methods, and coordination of people
• Driving to results by setting targets and controlling resources and its utilization
• 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
• Good 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