Job Opportunity in UAE: Service Retention Manager at Al Futtaim

Al Futtaim is offering a full-time job opportunity as a Service Retention Manager in Dubai, United Arab Emirates. This role will develop, establish, sustain Retention products and services for Al Futtaim Automotive Aftersales. Role will support all Sales channels: AFA (all brands), Tier 2 and Body & Paint with a focus on increasing conversion, customer engagement and retention.

1. Create an Al- Futtaim automotive aftersales strategy for retention products and services.
2. Collate competition data and market trends from internal and external sources to influence strategic business decisions.
3. Implement and deliver products and service conversion with a focus on increasing conversion, customer engagement and retention.
4. Responsible for meeting the objectives and targets of each campaign and measure the impact of all Retention activities in the business case.
5. Develop value propositions for optimizing conversations and retargeting campaigns for new customers and reactivate lapsed customers.
6. Create a sustainable division wide aftersales service offering; e.g. service maintenance contracts, roadside assistance program.
7. Coordinates Service offers with Sales, Aftersales, Insurance companies and Financial Services.
8. Align products and service pricing with the Pricing team.
9. Key resource for customer insight and behavioural trends, conducting regular “deep-dive” analysis to shed light on observed trends that may not be immediately understood.
10. Track customer issues through Inbound, outbound, and all customer touch points to ensure any customer issues that may result in inactivity are highlighted and resolved.
11. Liaise with Call center department to ensure execution excellence for all retention outbound campaigns/calls to drive KPI’s.

1. Education: Business degree is mandatory.
2. Expert knowledge and proven track record in creating and implementing service retention products and services is mandatory.
3. Expert knowledge of and experience in the automotive after-sales industry is essential.
4. Experience at an OE supplier or a major OES vendor is a plus.
5. Commercial acumen, clear strategic thinking and ability to create buy-in and influence at a senior level.
6. Strong data analytical, evaluation and interpretation skills, including P&L & good business acumen.
7. Target oriented and drive to exceed demanding challenges.
8. Stakeholder management skills with the ability to communicate and interact with officials at all levels.
9. Strong communication and interpersonal skills able to drive best practices and productivity.

About Al Futtaim:

Al-Futtaim’s family business traces its origins back to the 1930s on the banks of the Dubai Creek, a trailblazer for innovative trading concepts designed to enrich lifestyles. Today, Al-Futtaim is present in 29 countries, represents over 200 companies spanning the automotive, finance, retail, and real estate industries, and it is now 42,000 people strong. Currently spanning the automotive, finance, retail, and real estate industries, Al-Futtaim’s diverse and far-reaching portfolio of brands and companies are ever-present in people’s lives, from the shores of Singapore to the sands of the UAE.

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