Handover Specialist

Job Requisition ID: 177939

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Position Summary

The Handover Specialist owns the final and most critical moment of the customer journey — vehicle delivery — ensuring every customer receives a structured, premium, and brand-aligned handover experience.

The role is responsible for delivering a seamless transition from sale to ownership by ensuring vehicle readiness, completing all documentation, and educating customers on vehicle features, safety systems, and connected technologies. By delivering a memorable and professional handover, the Handover Specialist directly influences customer satisfaction (NPS/CSV), brand perception, and long-term customer loyalty.

This role plays a key part in converting a successful sale into a lasting customer relationship through exceptional delivery standards and post-handover engagement.

Handover Experience & Delivery Execution

• Conduct structured, OEM-aligned vehicle handovers including full feature walkthrough, infotainment setup, and connected services activation

• Personalize the delivery experience for VIP customers, corporate clients, and loyalty customers to enhance brand perception

• Ensure vehicle readiness prior to delivery including completed PDI, detailing, fuel/charge level, accessory fitment, and presentation standards

• Deliver a professional, engaging, and memorable handover experience aligned with dealership and OEM expectations

Documentation & System Handover

• Verify all delivery documentation is complete and accurate, including registration, insurance, financing contracts, warranty documents, and service plans

• Capture all required customer signatures, acknowledgements, and compliance documentation

• Set up customer profiles within OEM systems including mobile apps, connected vehicle platforms, and digital services

• Ensure full compliance with dealership processes, KYC requirements, and audit standards

Customer Education & Product Familiarisation

• Educate customers on key vehicle features including safety systems, ADAS, infotainment, and connected services

• Provide guidance on EV or hybrid vehicle usage, including charging procedures, battery management, and range optimization where applicable

• Explain service schedules, maintenance requirements, roadside assistance, and aftersales contact points

• Conduct post-handover test drives where required to ensure customer confidence and familiarity with the vehicle

Customer Experience, NPS & Loyalty

• Conduct post-delivery follow-up calls within 24–72 hours to confirm customer satisfaction and address any concerns

• Capture customer feedback and share insights with Sales, Service, and PDI teams for continuous improvement

• Promote loyalty programs, referral opportunities, and customer reviews to strengthen brand engagement

• Ensure zero-defect delivery experience and minimize post-handover escalations

Educational Requirements

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Hospitality, or a related field

Experience Requirements

• Minimum 1-2 years of customer-facing experience within automotive sales, premium retail, hospitality, or aviation sectors

• Previous experience in vehicle handover, sales support, or customer experience roles is strongly preferred

• Experience handling high-value customers and delivering premium service standards is an advantage

Technical Skills

• Strong product knowledge across vehicle range, including EV and hybrid technologies

• Proficiency in OEM mobile applications, infotainment systems, and connected vehicle platforms

• Familiarity with CRM and Dealer Management Systems (DMS) for documentation and customer data management

• Strong Microsoft Office skills for reporting and documentation

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.