Head of Retail (Car Rental)
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Key skills for this role
About the Role
Thrifty Car Rental UAE seeks a Head of Retail to oversee all branches in Abu Dhabi, driving profitability, operational excellence, and customer service. The role leads Branch Managers, develops business strategies, and ensures revenue growth.
Key Skills for This Role
Responsibilities
- Oversee overall performance, profitability, and growth of all branches in Abu Dhabi
- Lead, coach, and develop Branch Managers and staff to maintain high standards
- Build and maintain strong customer and stakeholder relationships
- Drive sales performance and ensure year on year revenue growth
- Review and analyze operational and financial reports to assess branch performance
- Conduct regular branch visits to ensure compliance with operational standards
- Develop and implement pricing and operational policies aligned with profitability
- Identify and push incremental sales opportunities, including non rental revenue streams
Requirements
- Proven experience in retail management, preferably in car rental or similar industry
- Strong leadership and people management skills
- Excellent customer service and relationship building abilities
- Financial acumen and experience with P&L management
- Ability to drive revenue growth and market share
- Proactive, solution oriented mindset
Full Job Posting
Role Overview
- The Head of Retail is responsible for the overall performance, profitability, and growth of all branches in Abu Dhabi.
- The role ensures operational excellence, high quality customer service, and the effective delivery of branch business plans.
- You will lead, coach, and develop Branch Managers and staff, maintaining high standards and fostering a performance driven team culture.
- The position also involves building strong customer and stakeholder relationships, driving revenue growth, and implementing strategies to expand market share.
Duties & Responsibilities Customers
- Work closely with branch teams and customers to resolve operational and service related challenges promptly and effectively.
- Build and maintain strong, professional relationships with customers and internal teams, ensuring a positive company image in the Abu Dhabi market.
- Address customer complaints and service issues efficiently, ensuring timely resolution.
- Direct and coordinate counter operations to ensure smooth daily customer interactions.
- Coordinate counter upkeep, branding, and promotional activities across Abu Dhabi branches.
- Set and review branch level product pricing in line with market conditions and company guidelines.
- Manage customer discounts and special pricing structures while maintaining profitability, with full accountability.
- Maintain a customer focused mindset by being approachable, professional, and service oriented, both on site and off site.
- Continuously update product and service knowledge to remain competitive within the Abu Dhabi rental market.
Duties & Responsibilities Operations
- Review and analyze daily, weekly, and monthly operational and financial reports to assess branch and individual performance across Abu Dhabi.
- Conduct regular branch visits to ensure compliance with operational standards, brand guidelines, and service expectations.
- Work closely with Operations, Fleet, and Support teams to ensure uninterrupted business flow and efficient branch operations.
- Oversee workflow planning and resource allocation to balance workloads and meet operational demands.
- Provide operational support to branches when required and step in to perform any branch level function as needed.
- Develop and implement pricing and operational policies aligned with profitability and local market dynamics.
Duties & Responsibilities Business Development
- Set branch targets in coordination with senior management, ensuring alignment with Abu Dhabi market potential.
- Drive sales performance across all Abu Dhabi branches to meet or exceed assigned targets.
- Ensure consistent year on year revenue growth across all branches.
- Identify and push incremental sales opportunities, including non rental revenue streams.
- Actively engage with new corporate, government, and retail customers to expand market presence and brand visibility in Abu Dhabi.
- Establish and manage local loyalty partnerships and ensure effective communication of these initiatives to branch teams.
Personal Requirements
- Demonstrates a proactive, solution oriented mindset with the ability to identify issues and implement effective corrective actions.
- Fully accountable for total branch revenue, including cash, credit, corporate, tour operator, and non rental income.
- Displays resilience, determination, and persistence when faced with challenges, ensuring objectives are achieved to the highest standards.
- Reports directly to the Head of Sales & Marketing (HOSM) on all retail and branch related matters without compromise.
Team & People Management
- Assign, supervise, and coordinate all branch activities in accordance with company policies and operational objectives.
- Plan and anticipate staffing requirements to meet current and future operational needs.
- Participate in recruitment, interviews, and onboarding of new employees as required.
- Conduct regular performance evaluations, set clear objectives, and provide continuous feedback and coaching.
- Ensure company policies, procedures, and compliance requirements are clearly communicated and consistently followed.
- Ensure all branch equipment and vehicles are maintained in line with company and safety standards.
- Ensure all employees receive mandatory and role specific training.
- Foster a collaborative, performance driven team culture focused on customer satisfaction and business results.
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