Logistics jobs in United Arab Emirates

Manager – Network & Customer Experience

Founded in 1994, Ghassan Aboud Group has grown to become one of the largest conglomerates in the Middle East region, with a global business footprint spanning multiple industries and countries and a focus on ‘building a better future together.

Our diversified portfolio includes sectors such as Automotive, Retail, Healthcare, Hospitality, and Logistics. We are currently seeking a Manager – Network & Customer Experience to join our Automotive Dealership division in Dubai.

JOB PURPOSE:

To lead the development and performance of the sub-dealer network while ensuring a consistent, high-quality customer experience across all sales and service touchpoints. This role is responsible for onboarding and supporting sub-dealers, enforcing brand and service standards, and driving customer satisfaction initiatives. In addition, the role will serve as the primary interface with OEM network development teams, ensuring that global standards and strategic initiatives are effectively translated and implemented within the Syrian market. Acting as a key coordinator between OEMs, the distributor team in Dubai, and local execution teams, this role ensures that the customer journey and network footprint evolve in line with brand expectations and market needs.

KEY RESPONSIBILITIES:

Network Development:

• Identify, evaluate, and onboard sub-dealers in Syria in alignment with brand strategy and market coverage goals.
• Define and enforce facility, process, and performance standards for both sales and aftersales operations.
• Conduct regular audits and performance reviews of sub-dealers to ensure compliance and continuous improvement.
• Support capability building through training, operational guidance, and performance management tools.
• Coordinate with Aftersales and Training to deliver certification, onboarding, and facility upgrade plans.

OEM Coordination:

• Act as the primary point of contact for OEM network development teams.
• Translate OEM network strategies, standards, and expansion plans into actionable implementation in Syria.
• Provide regular updates and feedback to OEMs on network rollout, dealer performance, and market dynamics.
• Ensure alignment between OEM expectations and local execution across both company-owned and sub-dealer operations.

Customer Experience:

• Design and implement customer journey standards across all retail and sub-dealer touchpoints.
• Monitor customer satisfaction metrics (e.g., NPS, CSI) and lead initiatives to improve service quality and brand perception.
• Collaborate with Brand Managers and the After Sales Director to ensure customer feedback informs product, service, and network strategies.
• Support digital and physical CX initiatives, including CRM, service booking, and feedback loops.

REQUIRED EXPERIENCE &QUALIFICATIONS

Bachelor’s degree in business administration, Automotive Management, or a related field is required

8–12 years of experience in dealer development, retail operations, or customer experience within the automotive sector.

Proven experience working with OEMs and implementing network standards in emerging or developing markets.

Strong understanding of both operational excellence and customer-centric design.

Experience managing third-party dealer relationships and performance.

Excellent communication, stakeholder management, and project execution skills.

Fluent in English

Applicants are requested to share their most recent resume

We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary; other duties may be assigned as necessary.