Senior Vice President - Aftersales
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Key skills for this role
About the Role
Al Ghurair seeks a Senior Vice President - Aftersales to define and execute national service strategy, oversee service operations across the dealer network, and lead transformation initiatives.
Key Skills for This Role
Responsibilities
- Define and execute the national service strategy in alignment with brand positioning and corporate growth objectives
- Align service infrastructure with long term business needs including capacity, resources planning and new technologies
- Define and lead the implementation of net promoter score (NPS) and customer experience KPIs
- Lead transformation initiatives
- Develop national service revenue growth plans through strategic initiatives
- Establish and ensure uniform implementation of OEM aligned service quality, operational and technical standards across all service centers
- Lead and mentor regional service heads and dealership service managers nationwide
- Partner with OEM counterparts to align on product launches, service readiness and performance targets
- Oversee all service and technical operations across the dealer network to ensure efficiency, quality and OEM compliance
- Drive achievement of KPIs including productivity, turnaround time, first time fix rate and service revenue targets
- Monitor and improve workshop capacity planning, technician utilization and process flow
- Develop the annual service department budget and manage cost control across all service operations
Requirements
- Executive level experience in aftersales service operations
- Proven ability to define and execute national service strategy
- Experience leading transformation initiatives
- Strong leadership and people management skills
Full Job Posting
Key Accountabilities Strategic
- Define and execute the national service strategy in alignment with brand positioning and corporate growth objectives
- Align service infrastructure with long term business needs including capacity, resources planning and new technologies
- Define and lead the implementation to net promoter score (NPS) and customer experience KPI's
- Lead transformation initiatives
- Develop national service revenue growth plans through strategic initiatives
- Establish and ensure uniform implementation of OEM aligned service quality, operational and technical standards across all service centers
- Lead and mentor regional service heads and dealership service managers nationwide
- Partner with OEM counterparts to align on product launches, service readiness and performance targets
Key Accountabilities Operational
- Oversee all service and technical operations across the dealer network to ensure efficiency, quality and OEM compliance
- Drive achievement of KPI's including productivity, turnaround time, first time fix rate and service revenue targets
- Monitor and improve workshop capacity planning, technician utilization and process flow
- Develop the annual service department budget and manage cost control across all service operations
Key Accountabilities People Management
- Build, lead and motivate a high performing national service team to consistently achieve operational and customer service objectives
- Identify training needs, develop internal talent and ensure ongoing coaching and leadership across service teams.
Key Accountabilities Product/Process Improvement
- Plan, develop and monitor the national service network in alignment with brand strategy and customer demand
- Conduct regular assessments of service centers and panel shops for compliance with dealer standards
- Recommend updates and enhancements to service standards, tools and infrastructure annually or as needed
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