وصف الوظيفة
Role Overview
Manager - Aftersales at Al Ghurair Investment, based in the UAE. This is a senior leadership role responsible for delivering a premium ownership experience, driving service profitability, and ensuring operational excellence across the service center.
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 across the globe, 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 built a proud history of innovation and entrepreneurship founded on a solid commitment to excellence, trust and responsibility. Al Ghurair Mobility is redefining transportation across the UAE by advancing cleaner, smarter, and more connected mobility solutions. Drawing on over 60 years of automotive expertise, the company's growing portfolio includes hybrid and CNG-powered taxis and EXEED, a high-tech automotive brand known for intelligent design, advanced safety features, and refined performance, serving both business and consumer needs.
Role Purpose
Lead end-to-end service center operations in the UAE to deliver a premium ownership experience aligned with EXEED's global brand standards. Drive service profitability, ensure operational excellence, and lead a high-performing team capable of elevating brand standards and delivering sustainable financial performance.
Key Responsibilities
Operations & Service Delivery
- Oversee end-to-end service center operations in the UAE, ensuring a seamless customer journey and luxury-level ownership experience that aligns with EXEED's global brand standards.
- Optimize workshop capacity, technician productivity, and turnaround times to consistently achieve revenue and profitability targets.
Financial Performance
- Manage key financial metrics including labor sales, parts sales, absorption rate, and service retention growth.
- Control costs and optimize workshop efficiency to drive sustainable profitability.
Customer Satisfaction
- Own full accountability for Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
- Personally manage high-level escalations and ensure proactive, transparent, and empathetic communication with customers throughout the repair and service process.
Technical & Warranty Compliance
- Coordinate closely with the Technical Manager to improve First-Time Fix Rates and reduce repeat repairs.
- Ensure strict adherence to EXEED warranty policies, technical service bulletins, and audit requirements to maintain full OEM compliance and brand integrity.
Team Leadership & Development
- Recruit, coach, and develop Service Advisors, Controllers, and Technical staff.
- Foster a premium, customer-focused culture and ensure the team completes all required training and certification plans in alignment with EXEED's brand standards.
- Conduct performance reviews, mentor staff, and empower teams to deliver their best work.
Qualifications & Experience
- 8–12 years of total automotive aftersales experience, with at least 4–6 years in a senior service leadership role (e.g., Service Manager, Aftersales Manager) within a dealership environment.
- Strong, verifiable background in the Automotive Aftersales sector.
- Experience representing a premium, luxury, or technology-focused automotive brand is highly preferred.
- Familiarity with Chinese automotive brands (such as EXEED, Chery, Geely, or BYD) is a significant advantage.
- Previous work experience in the UAE automotive market is a strong plus, providing insight into local customer expectations, regulatory requirements, and market dynamics.
Skills & Competencies
- Deep understanding of OEM aftersales standards, workshop workflows, diagnostic processes, and warranty procedures.
- Proven ability to manage KPIs including warranty accuracy, audit scores, and repeat repairs.
- Proficiency in Dealer Management Systems (DMS) and digital platforms to support online booking, digital vehicle inspections, and performance reporting.
- Natural customer-first attitude and strong emotional intelligence to handle sensitive situations, ensuring every interaction reflects the quality, hospitality, and prestige of the EXEED brand.
- Excellent leadership and talent development capabilities.
- Excellent verbal and written communication skills in English are required.
- Ability to speak, read, and write in Arabic is a strong plus (not mandatory but highly valued for local customer engagement).