Summary
Al Ghurair is seeking an Aftersales Manager to oversee EXEED service center operations in the UAE. The role covers financial performance, workshop capacity and productivity, customer satisfaction, warranty compliance, and team development. Applicants should have 8–12 years of automotive aftersales experience, including 4–6 years in senior service leadership within a dealership. English is required; Arabic and experience in the UAE automotive market are advantages.
The posting
As published on al-ghurair.com. Pulled from the employer's site and shown as they wrote it.
KEY ACCOUTABILITIES
- Oversee Service Center Operations: Take full ownership of the end-to-end service center operations in the UAE, ensuring a seamless customer journey and a luxury-level ownership experience that aligns with EXEED's global brand standards.
- Drive Financial Performance: Manage key financial metrics including labor sales, parts sales, absorption rate, and service retention growth. Optimize workshop capacity, technician productivity, and turnaround times to consistently achieve revenue and profitability targets.
- Own Customer Satisfaction: Take 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.
- Ensure 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.
- Lead & Develop the Team: 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.
QUALIFICATION AND EXPERIENCE
- Industry Experience: Strong, verifiable background in the Automotive Aftersales sector is mandatory.
- Leadership Tenure: 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.
- Brand Experience: 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.
- Customer-First Mindset: A 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.
- Operational & Financial Acumen: Proven ability to manage KPIs (warranty accuracy, audit scores, repeat repairs), control costs, optimize workshop efficiency, and drive sustainable profitability.
- Team Building Skills: Excellent leadership and talent development capabilities, with experience conducting performance reviews, mentoring staff, and empowering teams to deliver their best work.
- Technical Knowledge: Deep understanding of OEM aftersales standards, workshop workflows, diagnostic processes, and warranty procedures.
- Systems Proficiency: Proficiency in using Dealer Management Systems (DMS) and digital platforms to support online booking, digital vehicle inspections, and performance reporting.
- Language Skills: Excellent verbal and written communication skills in English are required.
- Language Advantage: Ability to speak, read, and write in Arabic is a strong plus (not mandatory but highly valued for local customer engagement).
- Local Knowledge: Previous work experience in the UAE automotive market is a strong plus, providing insight into local customer expectations, regulatory requirements, and market dynamics.
Responsibilities
KEY ACCOUTABILITIES
• Oversee Service Center Operations: Take full ownership of the end-to-end service center operations in the UAE, ensuring a seamless customer journey and a luxury-level ownership experience that aligns with EXEED's global brand standards.
• Drive Financial Performance: Manage key financial metrics including labor sales, parts sales, absorption rate, and service retention growth. Optimize workshop capacity, technician productivity, and turnaround times to consistently achieve revenue and profitability targets.
• Own Customer Satisfaction: Take 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.
• Ensure 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.
• Lead & Develop the Team: 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.
Qualifications
QUALIFICATION AND EXPERIENCE
• Industry Experience: Strong, verifiable background in the Automotive Aftersales sector is mandatory.
• Leadership Tenure: 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.
• Brand Experience: 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.
• Customer-First Mindset: A 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.
• Operational & Financial Acumen: Proven ability to manage KPIs (warranty accuracy, audit scores, repeat repairs), control costs, optimize workshop efficiency, and drive sustainable profitability.
• Team Building Skills: Excellent leadership and talent development capabilities, with experience conducting performance reviews, mentoring staff, and empowering teams to deliver their best work.
• Technical Knowledge: Deep understanding of OEM aftersales standards, workshop workflows, diagnostic processes, and warranty procedures.
• Systems Proficiency: Proficiency in using Dealer Management Systems (DMS) and digital platforms to support online booking, digital vehicle inspections, and performance reporting.
• Language Skills: Excellent verbal and written communication skills in English are required.
• Language Advantage: Ability to speak, read, and write in Arabic is a strong plus (not mandatory but highly valued for local customer engagement).
• Local Knowledge: Previous work experience in the UAE automotive market is a strong plus, providing insight into local customer expectations, regulatory requirements, and market dynamics.