Regional Aftersales Manager | Al-Futtaim Automotive - BYD | Riyadh

Overview Of The Role

Aftersales Business Performance

• Own the full Aftersales P&L for the region — labor revenue, parts revenue, body shop, accessories, service contracts, and allied business.
• Deliver volume, revenue, gross margin, and net profit targets across all branches in the region.
• Drive growth of service retention, customer pay business, and value-added Aftersales products.

Workshop & Service Operations

• Govern workshop productivity, technician efficiency, bay utilization, and throughput across all regional service centers.
• Ensure service operations consistently meet OE technical standards, repair quality, and turnaround time benchmarks.
• Optimize service capacity planning aligned to parc growth, EV demand, and seasonal patterns.

Customer Experience & Retention

• Own Aftersales customer experience KPIs — CSI, NPS, complaint resolution, and Fix-Right-First-Time across the region.
• Drive structured retention programs, service reminders, and lifecycle engagement to grow active customer base.
• Resolve escalated customer complaints with focus on permanent fixes and customer recovery.

Network & Branch Leadership

• Lead Service Managers, Parts Managers, Workshop Managers, and Aftersales teams across the region.
• Build branch-level performance routines, daily operating rhythms, and accountability mechanisms.
• Develop branch leadership talent through coaching, succession planning, and capability building.

Operational Standards & Compliance

• Ensure full execution of Al-Futtaim and BYD brand standards across all Aftersales touchpoints.
• Drive compliance with Ministry (MoCI, SASO) requirements, warranty governance, and HSE standards.
• Govern audit readiness across workshops, parts operations, and customer-facing processes.

Commercial Growth & Allied Business

• Drive penetration of accessories, service contracts, extended warranty, and value-added products across the network.
• Build commercial campaigns, branch-level targets, and incentive frameworks to accelerate allied business growth.
• Identify and pursue fleet, corporate, and B2B Aftersales opportunities within the region.

Reporting & Analytics

• Deliver monthly regional Aftersales performance reviews to Aftersales leadership and brand management.
• Track and report core KPIs: labor sales per RO, parts-to-labor ratio, retention rate, CSI, productivity, and workshop loading.
• Use data and dashboards to identify outliers, replicate best practices, and drive corrective action.

Stakeholder Management

• Partner with Sales, Network Development, Marketing, Finance, and HR to align Aftersales priorities with broader business objectives.
• Engage with BYD HQ Aftersales counterparts on technical, warranty, and commercial priorities.
• Represent the region in senior leadership reviews and strategic planning forums.

Required Skills To Be Successful

• Strong commercial and P&L ownership mindset across multi-site Aftersales operations
• Proven leadership of large, multi-disciplinary Aftersales teams across a regional network
• Deep operational knowledge of workshop productivity, parts operations, and service business levers
• Strong customer experience orientation balanced with commercial discipline
• Advanced analytical capability — KPI design, performance diagnostics, and data-driven decision making
• Proficiency in DMS, CRM, ERP, and BI tools (SAP, Kerridge, Autoline, Power BI)
• Confident stakeholder management across branches, OE, and HQ functions
• Coaching, capability building, and succession planning mindset
• Strong negotiation, problem solving, and decision making under pressure

What Qualifies You For The Role

• Bachelor's degree in Engineering, Business, Automotive, or related discipline. MBA preferred.
• 12+ years of experience in automotive Aftersales, with strong exposure to service, parts, and body shop operations.
• Proven track record managing Aftersales P&L across a multi-branch dealer network at regional or country level.
• Strong working knowledge of automotive DMS, CRM, ERP systems, and BI reporting tools.
• GCC or KSA market experience strongly preferred. Exposure to EV brands or Chinese OE environments is an added advantage.
• Demonstrated success in delivering revenue growth, retention improvement, and CX uplift across a network.