Al-Futtaim

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Al-Futtaim Automotive is seeking a customer-focused Guest Relations Officer to support its BYD showroom operations in Saudi Arabia. The role is responsible for creating a professional and welcoming experience for showroom visitors and ensuring customers are efficiently connected with the appropriate sales team.

As the first point of contact, the Guest Relations Officer plays an important role in creating a positive brand impression. The position manages visitor reception, lead registration, customer routing, showroom standards, appointments, and feedback while supporting sales teams in improving customer engagement and lead conversion.

The successful candidate should have strong communication and hospitality skills, a professional appearance, attention to detail, and the ability to work effectively in a fast-paced showroom environment.

Key Responsibilities

Customer Reception & Hospitality

Welcome showroom visitors in a friendly, professional, and efficient manner.
Understand customers’ initial requirements and connect them with the appropriate Sales Executive.
Provide a high-quality hospitality experience, including customer lounge and refreshment management.
Prioritize VIP and scheduled guests according to dealership procedures.
Maintain professional communication and personal presentation in line with BYD and dealership standards.
Ensure every visitor receives a consistent and positive showroom experience.

Lead Registration & Customer Routing

Register showroom visitors accurately in the CRM or Dealer Management System (DMS).
Record relevant customer information, contact details, preferences, and purpose of the visit.
Allocate walk-in customers to Sales Executives according to established showroom rotation procedures.
Monitor customer engagement and ensure visitors are attended to within required service timelines.
Escalate delays, missed engagements, or follow-up concerns to the Sales Supervisor.
Maintain accurate lead records to minimize the loss of potential showroom opportunities.

Showroom Standards & Presentation

Complete regular showroom inspections to ensure vehicles, displays, pricing information, and marketing materials are properly presented.
Ensure reception, waiting, and customer lounge areas meet dealership and OEM presentation standards.
Coordinate with Sales and Marketing teams to prepare the showroom for campaigns, promotions, and events.
Support visual merchandising and maintain brand standards across customer-facing areas.
Ensure demonstration vehicles and customer areas are ready for visitors.

Customer Experience & Feedback

Interact with customers during and after their showroom visit to understand their experience.
Collect feedback from visitors, including customers who do not proceed with a purchase.
Identify common customer concerns and communicate relevant insights to the sales team.
Handle basic customer questions and minor concerns professionally.
Escalate complex complaints or service issues to the appropriate department.
Support customer satisfaction, NPS, and customer experience initiatives.

Reporting & Team Coordination

Prepare daily reports covering showroom traffic, customer registrations, lead activity, and visitor trends.
Coordinate appointments, test drives, corporate visits, and other customer activities with the sales team.
Maintain accurate CRM/DMS records and ensure information is updated regularly.
Support showroom audits, OEM mystery shopper activities, and customer experience assessments.
Assist with the coordination and execution of showroom events and promotional activities.

Educational Qualifications

Diploma or Bachelor’s Degree in Hospitality, Business Administration, Marketing, Customer Service, or a related discipline.

Experience Requirements

1–2 years of experience in front-office operations, hospitality, premium retail, aviation, customer service, or customer experience.
Previous experience in an automotive showroom or dealership is an advantage.
Experience serving premium or high-value customers is preferred.
Strong ability to work in a customer-facing environment with professional service standards.

Technical & Functional Skills

Knowledge of CRM and Dealer Management Systems (DMS) for customer registration and lead management.
Proficiency in Microsoft Office applications.
Familiarity with appointment scheduling and customer management systems.
Understanding of showroom presentation and OEM brand standards.
Strong data-entry, reporting, and record-keeping skills.
Excellent verbal and written communication abilities.
Strong customer service and relationship management skills.

About Al-Futtaim Automotive

Al-Futtaim Automotive is a major division of the UAE-based Al-Futtaim Group, with operations across the Middle East, Asia, and Africa. The business operates across automotive distribution, manufacturing, leasing, and aftersales services.

Al-Futtaim Automotive represents several internationally recognized automotive brands and provides mobility products and services across passenger vehicles, SUVs, electric vehicles, motorcycles, commercial vehicles, and industrial and construction equipment.

The company focuses on customer experience, innovation, quality, and value-added mobility solutions, serving individual customers as well as businesses, fleet operators, and contractors.

With a workforce of approximately 9,000 employees, Al-Futtaim Automotive provides opportunities for professional development and career growth across its operations.