Head of Subscription - Car Rental Operations

AlFuttaim; Dubai; On-site; AED 28,000 - 40,000; Full time

Job summary

AlFuttaim in Dubai is looking for a Head of Subscription to lead the vehicle subscription services for Hertz and MOOV. The incumbent will oversee fleet performance, enhance customer retention, and ensure operational leadership in a fast-paced environment.

The successful candidate will have a strong background in customer service and rental operations, with a university degree and at least 5 years of relevant experience. This role requires fluency in English and Arabic, coupled with excellent leadership and analytical skills.

Qualifications

• Minimum 5 years of experience in customer service or rental operations.
• Fluent in written and spoken English and Arabic.
• Proven ability to manage customer complaints.

Responsibilities

• Lead the monthly vehicle subscription services.
• Monitor vehicle availability and allocate fleet.
• Manage financial planning and departmental budgets.

Skills

Vehicle subscription operations

Car rental management

Customer service leadership

Education

University degree in business or related discipline

Job description

Head of Subscription – Car Rental Operations

Location: Dubai, United Arab Emirates

Role Summary: Lead the monthly vehicle subscription services for Hertz and MOOV, overseeing fleet performance, customer retention, revenue growth, and operational leadership. The role supports the General Manager by managing daily subscription activities, improving vehicle utilization, guiding customer‑facing teams, and maintaining profitable service delivery.

Estimated Salary: 28,000 – 40,000 per month.

Key Responsibilities:

• Support the General Manager in directing daily monthly vehicle subscription operations.
• Ensure subscription activities follow approved company policies, service procedures, and operational controls.
• Monitor vehicle availability across categories and allocate fleet according to booking demand.
• Coordinate vehicle preparation, inspection, cleaning, maintenance, and release for new subscriptions.
• Reduce turnaround time between returned vehicles and the next customer rental.
• Track fleet utilisation and identify underused vehicles, capacity gaps, and peak‑period requirements.
• Coordinate with fleet, workshop, logistics, and customer service teams to maintain vehicle readiness.
• Introduce process improvements that reduce delays, increase productivity, and strengthen service consistency.
• Ensure vehicles comply with scheduled maintenance, safety inspection, insurance, and registration requirements.
• Maintain high customer service standards across subscription and rental locations.
• Review customer complaints, disputes, service failures, and contract concerns.
• Ensure customer issues are investigated and resolved within practical timelines.
• Implement service recovery actions that support customer retention and brand confidence.
• Monitor customer feedback, Net Promoter Score, satisfaction trends, and repeat subscription levels.
• Train customer‑facing employees on service standards, communication, complaint handling, and brand expectations.
• Manage financial planning, departmental budgets, revenue forecasts, and operating expenditure.
• Analyse subscription revenue, fleet utilisation, acquisition, operating costs, and profitability.
• Identify performance gaps and implement corrective commercial or operational measures.
• Support the development of subscription pricing, promotional offers, upgrades, and value‑added services.
• Monitor monthly and year‑on‑year revenue growth against business targets.
• Lead cost‑control initiatives without compromising vehicle quality or customer experience.
• Assess the financial impact of fleet availability, turnaround delays, maintenance costs, and idle vehicles.
• Manage customer service representatives, contract administration employees, and operational teams.
• Set clear performance expectations and monitor individual and departmental productivity.
• Participate in recruitment, onboarding, training, coaching, and performance evaluations.
• Develop staff schedules that provide suitable coverage during peak periods and promotional activity.
• Mentor direct reports and support succession planning and employee development.
• Promote accountability, teamwork, professional conduct, and consistent service delivery.
• Measure employee productivity through subscription volume, response times, conversion, and service quality.
• Support marketing campaigns and subscription promotions across relevant customer channels.
• Build business relationships and partnerships that generate new subscription opportunities.
• Identify customer segments, corporate prospects, and market opportunities that can support growth.
• Monitor booking conversion rates and take action to improve enquiry‑to‑subscription performance.
• Increase revenue through appropriate upgrades, insurance options, and related cross‑selling opportunities.
• Ensure customer acquisition and sales targets remain aligned with fleet capacity.
• Review subscription agreements for compliance with legal, insurance, and company requirements.
• Maintain controls addressing fraud, vehicle misuse, payment risk, damage, and contract exposure.
• Confirm adherence to vehicle maintenance schedules and mandatory safety checks.
• Support internal audits and respond to identified compliance or control gaps.
• Maintain accurate tracking systems for applications, approvals, contracts, vehicle allocation, and customer status.
• Prepare management reports covering revenue, utilisation, turnaround time, customer satisfaction, productivity, and compliance.
• Escalate operational, financial, customer, or regulatory risks to senior management.
• Ensure the department consistently delivers agreed service and quality standards.

Qualifications:

• University degree in business, operations, management, automotive studies, or a related discipline.
• Minimum 5 years of experience in customer service, rental operations, vehicle subscription, mobility, or a related industry.
• General understanding of the car rental and vehicle subscription business.
• Experience managing daily operations, frontline teams, contracts, and customer service activities.
• Strong commercial awareness with the ability to interpret revenue, cost, and utilisation performance.
• Practical understanding of fleet availability, vehicle turnaround, maintenance scheduling, and rental readiness.
• Proven ability to manage customer complaints and protect long‑term customer relationships.
• Experience setting priorities, allocating resources, and preparing employee schedules.
• Strong team‑building, coaching, and performance management capability.
• Ability to maintain effective tracking systems for applications, contracts, and operational workflows.
• Confidence supporting budgets, pricing decisions, promotions, and profitability initiatives.
• Good knowledge of compliance, insurance, safety, fraud prevention, and vehicle damage controls.
• Strong analytical and problem‑solving skills.
• Clear communication and stakeholder management ability.
• Fluent written and spoken English and Arabic.
• Ability to operate effectively in a demanding, customer‑focused, and target‑driven environment.

Key Skills:

• Vehicle subscription operations
• Car rental management
• Fleet utilisation
• Fleet availability planning
• Vehicle turnaround management
• Customer service leadership
• Customer complaint resolution
• Customer retention
• Net Promoter Score
• Subscription contract management
• Revenue management
• Budget planning
• Cost control
• Pricing strategy
• Operational performance analysis
• Booking conversion
• Upselling
• Cross‑selling
• Team leadership
• Employee productivity
• Staff scheduling
• Performance management
• Fleet maintenance coordination
• Safety compliance
• Insurance compliance
• Fraud prevention
• Vehicle damage control
• Audit readiness
• Application tracking
• Business development
• Partnership development
• Arabic communication
• English communication