Aftersales Manager Job in Dubai, United Arab Emirates

Position Overview: Aftersales Manager – Toyota (Ajman)

Company: Al Futtaim Motors – Toyota
Location: Ajman, United Arab Emirates

Al Futtaim Motors – Toyota is seeking a highly experienced and performance-driven Aftersales Manager to lead the aftersales operations at our Ajman branch. This role is pivotal in driving service centre performance, ensuring customer satisfaction, and delivering on key targets, including revenue, gross margin, Net Promoter Score (NPS), and overall profitability.

Key Responsibilities

• Performance Management:
  Drive the achievement of aftersales targets, including sold hours, revenue, accessory and SMC sales, and recovery rates.
• Operational Excellence:
  Ensure efficient resource allocation to maintain Total Quality Management (TQM) standards and enhance service retention.
• Compliance & Risk Management:
  Enforce adherence to local government regulations and principal policies to mitigate operational risks.
• Team Leadership & Development:
  Coach and manage direct reports to support their professional growth and enhance the overall team’s capabilities.
• Customer Experience Improvement:
  Analyse customer feedback to implement Small Group Activity (SGA) initiatives aimed at boosting customer satisfaction and operational efficiency.
• Cross-Functional Alignment:
  Conduct daily meetings with key department heads (Retail Service Manager, Workshop Manager, Parts Team) to align on goals and performance metrics.
• Talent Management:
  Collaborate with HR to ensure optimal staffing levels with qualified, efficient personnel.
• Stakeholder Engagement:
  Hold regular meetings with stakeholders to resolve issues and drive continuous improvement.
• Financial Oversight:
  Partner with Branch Account Managers to monitor and enhance branch Profit & Loss (P&L) performance.
• Forecasting & Reporting:
  Provide accurate weekly business forecasts informed by market analysis and operational data for strategic decision-making.
• Facility Management:
  Maintain compliance with Toyota’s Corporate Image and HSSE (Health, Safety, Security, and Environment) standards.
• Process Compliance:
  Ensure 100% adherence to established Standard Operating Procedures (SOPs).

Required Skills & Qualifications

• Strong knowledge of automotive dealership/distributor operations
• Proficiency in strategic problem-solving and enterprise resource planning (ERP) systems
• Proven ability to lead organisational change and develop high-performing teams
• Excellent verbal and written communication skills
• Bachelor’s degree in Automotive Engineering, Business Management, or a related field
• Minimum of 10 years’ experience in the automotive industry, with at least 5 years in an aftersales managerial role
• UAE driving license (preferred)

Reporting Line

This position reports directly to the Regional Aftersales Manager.