Manager - Aftersales

Al Ghurair; United Arab Emirates; On-site; AED 500,000 - 800,000; Full time

Job summary

Al Ghurair is seeking a senior leader to oversee the UAE service center, ensuring a luxury-level customer journey aligned with EXEED brand standards. The role focuses on driving profitability, efficiency, and exceptional service delivery.

Responsibilities include managing service advisors and technicians, maintaining warranty compliance, and delivering top-tier CSI/NPS scores while developing a high-performing team in a premium automotive environment.

Qualifications

• 8–12 years total automotive aftersales experience.
• At least 4–6 years in a senior service leadership role within a dealership environment.
• Experience with premium/luxury or technology-focused automotive brands preferred.

Responsibilities

• Oversee end-to-end service center operations in the UAE to deliver luxury-grade ownership experience.
• Drive financial performance through labor, parts, absorption rate, and service-retention optimization.
• Own CSI and NPS; manage high-level escalations with proactive, transparent communication.
• Ensure warranty compliance and OEM standards across service processes.
• Lead recruiting, coaching, and development of service advisors, controllers, and technicians.

Skills

Leadership experience

Team development

Customer-centric

Emotional intelligence

Operational excellence

Tools

DMS

Digital platforms

Job description

KEY ACCOUTABILITIES

• Oversee Service Center Operations:Take full ownership of the end-to-end service center operations in the UAE, ensuring a seamless customer journey and a luxury-level ownership experience that aligns with EXEED's global brand standards.
• Drive Financial Performance:Manage key financial metrics including labor sales, parts sales, absorption rate, and service retention growth. Optimize workshop capacity, technician productivity, and turnaround times to consistently achieve revenue and profitability targets.
• Own Customer Satisfaction:Take full accountability for Customer Satisfaction Index (CSI) and Net Promoter Score (NPS). Personally manage high-level escalations and ensure proactive, transparent, and empathetic communication with customers throughout the repair and service process.
• Ensure Technical & Warranty Compliance:Coordinate closely with the Technical Manager to improve First-Time Fix Rates and reduce repeat repairs. Ensure strict adherence to EXEED warranty policies, technical service bulletins, and audit requirements to maintain full OEM compliance and brand integrity.
• Lead & Develop the Team:Recruit, coach, and develop Service Advisors, Controllers, and Technical staff. Foster a premium, customer-focused culture and ensure the team completes all required training and certification plans in alignment with EXEED's brand standards.

QUALIFICATION AND EXPERIENCE

• Industry Experience:Strong, verifiable background in theAutomotive Aftersales sectoris mandatory.
• Leadership Tenure:8–12 yearsof total automotive aftersales experience, with at least4–6 years in a senior service leadership role(e.g., Service Manager, Aftersales Manager) within a dealership environment.
• Brand Experience:Experience representing apremium, luxury, or technology-focused automotive brandis highly preferred. Familiarity with Chinese automotive brands (such as EXEED, Chery, Geely, or BYD) is a significant advantage.
• Customer-First Mindset:A natural customer-first attitude and strong emotional intelligence to handle sensitive situations, ensuring every interaction reflects the quality, hospitality, and prestige of the EXEED brand.
• Operational & Financial Acumen:Proven ability to manage KPIs (warranty accuracy, audit scores, repeat repairs), control costs, optimize workshop efficiency, and drive sustainable profitability.
• Team Building Skills:Excellent leadership and talent development capabilities, with experience conducting performance reviews, mentoring staff, and empowering teams to deliver their best work.
• Technical Knowledge:Deep understanding of OEM aftersales standards, workshop workflows, diagnostic processes, and warranty procedures.
• Systems Proficiency:Proficiency in using Dealer Management Systems (DMS) and digital platforms to support online booking, digital vehicle inspections, and performance reporting.
• Language Skills:Excellent verbal and written communication skills inEnglishare required.
• Language Advantage:Ability tospeak, read, and write in Arabicis a strong plus (not mandatory but highly valued for local customer engagement).
• Local Knowledge:Previous work experience in theUAE automotive marketis a strong plus, providing insight into local customer expectations, regulatory requirements, and market dynamics.