Head of Aftersales Operations - Automotive
Al Ghurair
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Job summary
Al Ghurair Mobility seeks an experienced Head of Aftersales Operations to lead service operations, workshop performance, spare parts management, warranty administration and customer satisfaction across its automotive network in Dubai.
The role demands strategic leadership with deep knowledge of automotive dealership aftersales, P&L management and a proven track record of driving revenue and service excellence within a multi-site organization. On-site work arrangement in Dubai.
Qualifications
- Minimum 10 years in a senior managerial role within automotive aftersales.
- Prefer 15 years of automotive dealership aftersales experience.
- Proven track record in leading service operations and warranty administration.
Responsibilities
- Develop and oversee aftersales strategy across workshops, service and parts.
- Drive workshop performance, service quality and profitability.
- Manage warranty administration and claims processing.
- Lead customer satisfaction initiatives and retention programs.
- Collaborate with manufacturers to improve product quality and reduce warranty repairs.
Skills
Education
Tools
Job description
Head of Aftersales Operations - Automotive Job Snapshot - Role: Head of Aftersales Operations - Location: Dubai, United Arab Emirates - Industry: Automotive - Function: Management General - Experience: Minimum 10 years in a senior managerial role; 15 years of automotive dealership aftersales experience preferred - Job Type: Full Time - Work Arrangement: On-site
Al Ghurair Mobility is seeking an experienced automotive aftersales leader to oversee service operations, workshop performance, spare parts management, warranty administration and customer satisfaction across its automotive business. The role is responsible for developing and executing aftersales strategies that support business growth, operational profitability and service excellence. It involves managing aftersales services for retail customers, fleet operators and insurance companies while ensuring consistent operational standards across workshops and supporting departments. The successful candidate will combine strategic leadership with practical knowledge of automotive dealership operations, financial management, customer experience and technical service delivery. The position also involves developing new revenue opportunities in electric vehicle services and collaborating with manufacturers to improve product quality and reduce warranty-related repairs.
Country: United Arab Emirates
City: Dubai
Industry: Automotive
Function: Management General
Salary: Not disclosed
Gender: No Preference
Candidate Nationality: Not specified
Job Type: Full Time
Work Arrangement: On-site
- Aftersales Strategy and Business Performance - Develop and implement aftersales strategies to strengthen business performance, increase revenue and improve customer satisfaction.
- Plan and direct workshop operations to achieve targeted service output, operational efficiency and profitability.
- Establish performance objectives, operational targets and budgetary controls for aftersales activities.
- Monitor financial performance, analyze operational results and implement corrective measures where required.
- Ensure that service operations, parts warehousing and related systems comply with dealership operating guidelines and company policies.
- Maintain compliance with applicable Emirates Standards (ESMA) requirements and established service and parts procedures.
- Analyze operational and customer performance data to identify improvement opportunities and guide business decisions.
- Coordinate with other departments to ensure aftersales strategies are integrated with wider organizational objectives.
- Collaborate with the marketing department to plan and execute service and spare parts promotional campaigns.
- Develop initiatives to attract new customers and encourage repeat visits from existing customers.
- Support express service arrangements for fleet customers through annual contracts covering mechanical repairs and servicing.
- Evaluate market competition and coordinate promotional activities that support the dealership's aftersales objectives.
- Identify opportunities to expand aftersales revenue through electric vehicle servicing and related activities.
- Develop customer retention strategies based on service performance, customer feedback and changing market requirements.
- Oversee automotive service operations for retail customers, fleet customers and insurance companies.
- Ensure aftersales activities contribute to business objectives while maintaining operational profitability.
- Coordinate service operations with relevant departments to support efficient workflows and effective internal collaboration.
- Monitor workshop performance, service quality and repair turnaround times.
- Conduct periodic workshop visits to verify compliance with operating procedures and customer service standards.
- Ensure that service delivery meets established quality expectations and agreed timelines.
- Identify operational inefficiencies and implement improvements to strengthen workshop productivity and service effectiveness.
- Provide leadership across vehicle repair operations, parts warehouse management, warranty administration and claims processing.
- Oversee spare parts warehouse activities to support service and repair requirements.
- Ensure that parts operations follow dealership procedures, company policies and relevant standards.
- Monitor warranty administration and claims management to support accurate and effective processing.
- Coordinate with technical and service teams to address recurring repair and warranty-related issues.
- Work with manufacturers to identify opportunities for improved vehicle quality and reduced warranty repairs.
- Support coordination between service, technical, parts and warranty departments to maintain consistent aftersales performance.
- Monitor customer satisfaction through feedback surveys and service performance indicators.
- Coordinate with Customer Care and Customer Relationship Management (CRM) teams to resolve customer complaints and service concerns.
- Review customer feedback to identify recurring issues and opportunities for improvement.
- Ensure that workshop procedures and service delivery standards support a positive customer experience.
- Implement corrective actions where service quality, customer expectations or operational performance fall below required standards.
- Promote a customer-focused approach throughout the aftersales organization.
- Lead and manage aftersales professionals across service, technical, parts and warranty operations.
- Establish clear performance expectations and encourage accountability for operational results.
- Ensure service personnel receive appropriate technical training and access to current technical information.
- Support employee development to maintain the technical and operational capabilities required by the business.
- Coordinate with department managers and operational teams to maintain effective communication and collaboration.
- Provide direction on resource allocation, service performance and operational priorities.
- Encourage problem-solving and continuous improvement across aftersales departments.
- Participate in relevant aftersales training programs, industry conferences and franchisee meetings.
- Prepare reports covering key discussions, operational developments and relevant technical updates.
- Communicate important information from external meetings and training activities to the aftersales team.
- Collaborate with vehicle manufacturers on product development matters affecting aftersales operations.
- Provide aftersales input to support improvements in vehicle design, technical reliability and serviceability.
- Work with manufacturers and internal technical teams to reduce recurring warranty repairs and improve vehicle quality.
- Monitor aftersales budgets, revenue performance and operational expenditure.
- Apply profit and loss management principles to support sustainable business profitability.
- Evaluate the use of personnel, equipment and operational resources to improve efficiency.
- Review workshop performance against established targets and implement necessary improvements.
- Identify process changes that can improve service delivery, reduce operational inefficiencies and strengthen customer satisfaction.
- Assess opportunities for additional revenue generation, including electric vehicle service activities.
- Use operational data and performance analysis to support management decisions and long-term planning.
- Minimum: Bachelor of Engineering with specialization in Automobile Engineering.
- Preferred: Master of Business Administration (MBA).
- Minimum 10 years of experience in a senior managerial role.
- Proven experience in automotive aftersales operations.
- Preferably at least 15 years of experience managing automobile dealership service, warranty, technical and spare parts operations.
- Experience leading automotive service operations and coordinating multiple aftersales functions.
- Practical understanding of workshop management, customer satisfaction and dealership profitability.
- Strong understanding of automotive dealership service and repair operations.
- Knowledge of spare parts operations, technical services, warranty administration and claims management.
- Ability to establish service performance targets and manage operational resources.
- Understanding of customer service principles, service quality standards and customer satisfaction measurement.
- Knowledge of business management principles related to strategic planning, operational coordination and resource allocation.
- Understanding of profit and loss management and financial performance monitoring.
- Ability to manage budgets, analyze operational expenditure and assess business profitability.
- Knowledge of resource utilization, financial controls and performance management.
- Ability to identify opportunities for business growth and operational improvement.
- Strong leadership and administrative capabilities.
- Effective decision-making and problem-solving skills.
- Excellent written and verbal communication abilities.
- Strong interpersonal skills and the ability to coordinate teams across different departments.
- Self-confidence and sound professional judgement.
- Conceptual and analytical thinking skills.
- Ability to balance immediate operational priorities with long-term strategic objectives.
- Results-oriented approach to managing targets, resources and business performance.
Al Ghurair Investment is one of the Middle East’s established diversified family business groups. Founded in the United Arab Emirates in 1960 as a small trading business, the group has developed operations across foods, resources, properties, construction, energy, mobility and ventures. Headquartered in Deira, Dubai, Al Ghurair Investment operates across more than 20 countries and employs approximately 28,000 people. Its business activities reflect a longstanding commitment to innovation, entrepreneurship, trust and responsibility, guided by its purpose of "Enhancing Life."
With more than 60 years of automotive expertise, Al Ghurair Mobility provides transportation and automotive solutions across the United Arab Emirates. Its portfolio includes hybrid and CNG-powered taxis as well as EXEED, an automotive brand offering intelligent design, advanced safety features and refined performance. Al Ghurair Mobility continues to develop cleaner, smarter and more connected mobility solutions for business and consumer markets, supported by its automotive operations and aftersales services.
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