Vice President - Aftersales

Role Overview

Vice President - Aftersales at Al Ghurair. This role is responsible for leading and directing all aftersales operations across the organization.

Role Purpose

Develop and execute national aftersales strategies to drive business growth and improve customer satisfaction. Lead and manage aftersales professionals to ensure effective delivery of aftersales services across all customer segments while maintaining operational excellence and profitability.

Key Responsibilities

Strategy

• Plan, direct, and launch an effective strategy for workshop outputs.
• Monitor, control, and analyze budget, targets, objectives, and goals for performance and implement necessary actions.
• Develop and execute national aftersales strategies to drive business growth and improve customer satisfaction.
• Coordinate with the 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 and Services.
• Analyze and interpret data to inform aftersales strategies and optimize performance.
• 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.

Operations

• Manage overall service operations across all customer segments including Insurance Companies, Fleet Customers, and retail customers, ensuring achievement of business goals and sustaining profitability.
• Ensure warehouse operation systems are aligned with all dealership operation guidelines and company policy.
• Ensure compliance with and maintain Service and Parts operation procedures associated with ESMA (Emirates Standards).
• Coordinate various activities of After Sales Operations with all concerned departments to ensure smooth running and harmonious working environment.
• Randomly visit workshops to ensure systems are in place and customers receive the best quality services on time.
• Ensure all levels of service personnel are adequately trained and provided with up-to-date technical data.
• Implement promotion activities properly in coordination with the marketing department in comparison with competitors.
• Ensure strong leadership for service repair operations, parts warehouse management, warranty administration, and claims management.
• Identify opportunities for process improvements and implement changes to increase efficiency and effectiveness.
• Introduce new revenue streams related to Electric Vehicle Services.

People Management

• Lead and manage a team of aftersales professionals to ensure effective delivery of aftersales services.
• Collaborate with cross-functional teams to ensure alignment and integration of aftersales initiatives.

Customer Satisfaction

• Retain customer satisfaction through feedback surveys and handle customer problems in coordination with the CRM department.
• Retain customer satisfaction through monitoring implementation of work systems and handling customer problems in coordination with the Customer Care department.

External Engagement

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

Qualifications & Experience

• Minimum 10 years of experience in a Senior Managerial Role.
• Preferred: Minimum 15 years of experience handling Automobile Dealer Service, Warranty, Technical, and Parts Operations.
• Bachelor of Engineering, Specialization in Automobile.
• Preferred: Master's in Business Administration (MBA).

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.
• 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.
• Driving to results by setting targets and controlling resource utilization.