Aftersales Manager - Automotive Service Operations

AlFuttaim; Dubai; On-site; AED 400,000 - 700,000; Full time

Job summary

Al-Futtaim in Dubai seeks an Aftersales Manager to lead and optimize automotive service operations, balancing service quality with profitability. You will coordinate workshop and service teams, manage budgets, and drive continuous improvement to enhance customer satisfaction and operational performance.

The role requires extensive aftersales leadership experience in automotive dealerships, strong ERP literacy, and a proven track record in revenue and margin growth.

Qualifications

• Bachelor's degree in Engineering, preferably Automotive Engineering, Business Management or an equivalent qualification.
• Minimum 10 years of experience in automotive dealerships.
• At least five years of automotive aftersales experience at managerial level.
• Demonstrated experience managing automotive service centre or dealership aftersales operations.
• Proven experience leading operational teams and managing employee performance.
• Strong understanding of dealership and distributor aftersales processes.
• Experience managing revenue, gross margin, branch P&L and operational performance targets.
• Familiarity with ERP systems and operational reporting.
• Experience supporting customer satisfaction improvements and operational change initiatives.

Responsibilities

• Aftersales Operations Management - Lead overall automotive aftersales operations to achieve established business and operational objectives.
• Oversee daily service centre activities and maintain coordination across workshop and customer service functions.
• Monitor operational performance against revenue, gross margin, sold hours, recovery rate and KPIs.
• Ensure service centre activities align with SOPs and business requirements.
• Identify opportunities to improve service delivery, workshop efficiency and branch performance.
• Maintain resource planning to support workshop operations and customer service.

Skills

Aftersales leadership

Operational leadership

Financial management

Stakeholder management

Change management

Education

Bachelor's degree in Engineering or Business Management

Tools

ERP systems

Job description

Job Snapshot

• Aftersales Manager - Automotive Service Operations
• Location: United Arab Emirates Dubai
• Industry: Automotive
• Function: Management
• Experience: Minimum 10 years in automotive dealerships, including at least 5 years in aftersales management
• Job Type: Full Time
• Work Arrangement: On-site

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Automotive
• Function: Management
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site

Key Responsibilities

• Aftersales Operations Management - Lead overall automotive aftersales operations to achieve established business and operational objectives.
• Oversee daily service centre activities and maintain effective coordination across workshop and customer service functions.
• Monitor operational performance against revenue, gross margin, sold hours, recovery rate and other key performance indicators.
• Ensure service centre activities are aligned with operational standards and business requirements.
• Identify opportunities to improve service delivery, workshop efficiency and overall branch performance.
• Maintain effective resource planning to support workshop operations and customer service requirements.
• Financial Performance and Profitability - Manage branch profit and loss (P&L) performance and support achievement of profitability targets.
• Monitor revenue, gross margin, operational expenditure and other relevant financial indicators.
• Prepare and review business forecasts to support effective financial and operational planning.
• Apply appropriate cost control measures while maintaining service quality and operational effectiveness.
• Evaluate business performance and identify opportunities to improve financial results.
• Use operational and financial reporting to support informed management decisions.
• Workshop Productivity and Resource Utilisation - Optimise workshop capacity, technician productivity and overall operational efficiency.
• Monitor sold hours, recovery rates and workshop performance against agreed targets.
• Ensure appropriate allocation of available resources to support service centre requirements.
• Coordinate with workshop management to identify productivity challenges and improvement opportunities.
• Support effective planning of workshop activities to maintain efficient service operations.
• Drive continuous improvement initiatives that strengthen operational performance and resource utilisation.
• Customer Experience and Service Quality - Lead initiatives to improve customer satisfaction and the overall automotive aftersales experience.
• Monitor Net Promoter Score (NPS), customer feedback and service quality indicators.
• Identify recurring service concerns and implement appropriate operational improvements.
• Work with customer relations and service teams to strengthen customer communication and service delivery.
• Promote consistent service standards and a customer-focused approach across aftersales operations.
• Balance customer experience objectives with operational efficiency and commercial performance.
• Compliance and Operational Standards - Ensure aftersales operations comply with established standard operating procedures (SOPs).
• Maintain compliance with applicable health, safety, security and environmental (HSSE) requirements.
• Ensure adherence to relevant government regulations and operational standards.
• Monitor compliance across service centre activities and address identified operational gaps.
• Promote safe working practices and consistent application of required procedures.
• Team Leadership and Development - Lead, coach and develop a sizeable automotive aftersales team.
• Set clear performance expectations and monitor individual and team results.
• Support employee development through coaching, performance management and operational guidance.
• Identify talent development opportunities and contribute to succession planning.
• Ensure appropriate staffing and resource allocation to meet service centre requirements.
• Encourage accountability, collaboration and continuous improvement within the aftersales function.
• Support operational change initiatives and guide teams through improvements in working practices.
• Cross-Functional Business Coordination - Collaborate with workshop management, service advisors, technicians and parts teams to improve operational performance.
• Work closely with HR, Finance, Marketing, Customer Relations and other support functions.
• Coordinate with senior management on business performance, operational challenges and improvement initiatives.
• Maintain effective stakeholder relationships to support branch objectives.
• Communicate operational results and business priorities clearly across relevant teams.

Qualifications and Experience

• Bachelor 's degree in Engineering, preferably Automotive Engineering, Business Management or an equivalent qualification.
• Minimum 10 years of overall professional experience within automotive dealerships.
• At least five years of automotive aftersales experience at managerial level.
• Demonstrated experience managing automotive service centre or dealership aftersales operations.
• Proven experience leading operational teams and managing employee performance.
• Strong understanding of dealership and distributor aftersales processes.
• Experience managing revenue, gross margin, branch P&L and operational performance targets.
• Practical knowledge of workshop productivity, service operations and resource planning.
• Familiarity with ERP systems and operational reporting.
• Experience supporting customer satisfaction improvements and operational change initiatives.

Required Skills and Competencies

• Strong automotive aftersales management and operational leadership capabilities.
• Commercial awareness and understanding of financial performance management.
• Ability to manage revenue, profitability, costs and operational budgets.
• Strong workshop performance and productivity management skills.
• Effective team leadership, coaching and employee development.
• Strategic thinking, sound judgement and practical problem-solving abilities.
• Ability to analyse operational reports and identify performance improvement opportunities.
• Understanding of ERP systems and business reporting processes.
• Strong stakeholder management and cross-functional coordination skills.
• Customer-focused approach with an emphasis on service quality and satisfaction.
• Ability to lead change and implement continuous improvement initiatives.
• Effective communication, planning and decision-making skills.
• Results-oriented leadership style with a commitment to operational excellence.

About the Aftersales Team

The Aftersales Manager will work within a fast-paced automotive service environment, coordinating with workshop managers, service advisors, technicians, parts personnel, support functions and senior management. The position involves leading and developing a substantial operational team while ensuring that the service centre has the resources required to meet business objectives. The aftersales function focuses on customer satisfaction, workshop productivity, service quality, financial performance and effective coordination between operational departments.

Candidate Application Information

This recruitment initiative is intended to identify qualified professionals for future Aftersales Manager opportunities across the UAE. Applicants should review the position requirements carefully and prepare a personalised CV highlighting their automotive dealership experience, aftersales leadership achievements, financial management capabilities and operational performance results. Al-Futtaim 's Talent Acquisition team evaluates candidates based on relevant qualifications, professional experience, leadership capabilities and alignment with the Group 's values of Respect, Integrity, Collaboration and Excellence. The company aims to provide a professional recruitment experience and makes efforts to review and respond to applications throughout the hiring process.

About Al-Futtaim Group

Established in the 1930s as a trading business, Al-Futtaim Group is a privately held regional organisation headquartered in Dubai, United Arab Emirates. The Group operates through five principal business divisions: automotive, financial services, real estate, retail and healthcare. Its operations extend across more than 20 countries in the Middle East, Asia and Africa, employing more than 35,000 people and maintaining partnerships with over 200 international brands. Al-Futtaim combines entrepreneurship, customer focus and business development to respond to evolving market requirements. The organisation is guided by its core values of Respect, Integrity, Collaboration and Excellence.