Head of Aftersales | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 181615 About Al-Futtaim Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations. Overview of the role: As the Head of Aftersales, you will be responsible for leading the Service, Parts, and Uptime functions across the Trucks and Construction Equipment divisions at FAMCO. Based in Dubai, this senior leadership role is critical to ensuring operational excellence, customer satisfaction, and profitability in line with company and OEM standards. Reporting to the GM Aftersales, you will drive strategic initiatives, optimize performance, and elevate the aftersales experience for our customers What you will do: • Develop and implement aftersales strategies that align with business goals. • Lead departmental operations across CE, Truck, and Dealer Aftersales functions. • Monitor and improve P&L performance for the aftersales division. • Drive growth in service and parts revenue through customer retention and market penetration. • Oversee compliance with OEM warranty procedures and service quality standards. • Collaborate with OEM partners and suppliers to ensure up-to-date service offerings and technical excellence. • Enhance customer satisfaction and loyalty through effective service recovery and feedback systems. • Lead, mentor, and develop a team of 6+ direct reports and broader staff. • Promote a high-performance culture focused on safety, accountability, and continuous improvement Required skills to be successful: • Strong leadership in managing large aftersales teams across diverse business segments. • Proven ability to drive operational efficiency and profitability in aftersales. • Strategic planning and execution capabilities, particularly in service and parts growth. • Excellent relationship management skills with OEMs and suppliers. • Strong analytical, communication, and organizational skills. • Deep understanding of warranty management, dealership operations, and customer service KPIs. About the team: You will be part of a dynamic and experienced aftersales leadership team, reporting directly to the General Manager - Aftersales. You will lead cross-functional managers across Trucks and Construction Equipment departments, working collaboratively with sales, technical, and support teams to deliver an exceptional customer experience while meeting commercial objectives What equips you for the role: • Bachelor’s degree in Automotive Engineering, Business Administration, or a related field (preferred). • 7–10 years of experience in aftersales operations, with at least 3 years in a senior leadership role. • In-depth knowledge of Trucks and Construction Equipment systems and dealership networks. • Proficiency in dealership management systems such as SAP. • Demonstrated behavioral competencies: Integrity, Analytical Thinking, Customer Orientation, Effective Communication, Team Leadership, Planning & Organizing, and Assertiveness About Al Futtaim Al-Futtaim Automotive is one of the region's leading mobility businesses, operating across eight countries in the Middle East, Asia and North Africa. With a portfolio of more than 25 world-leading brands, we deliver one of the region's most comprehensive mobility ecosystems. Our capabilities span passenger vehicles, commercial vehicles and industrial equipment, backed by integrated logistics, leasing, aftersales and financial services that deliver a seamless customer experience across every stage of the mobility journey. Our vision is to become a world-class mobility player, creating better experiences for our customers through innovation, digital transformation and a relentless focus on customer experience. We work alongside some of the world's most trusted automotive brands to shape the future of mobility, delivering solutions that meet the evolving needs of individuals, businesses and communities. Behind everything we do is a team of more than 9,000 colleagues united by ambition, collaboration and a shared commitment to progress. Together, we're shaping the future of mobility, embracing new technologies and creating better experiences for our customers. At Al-Futtaim Automotive, you'll be empowered to turn ambition into action and help move our customers, our business and your career forward.

Bachelor’s degree in Automotive Engineering, Business Administration, or a related field (preferred). 7–10 years of experience in aftersales operations, with at least 3 years in a senior leadership role. In-depth knowledge of Trucks and Construction Equipment systems and dealership networks. Proficiency in dealership management systems such as SAP.

Develop and implement aftersales strategies that align with business goals. Lead departmental operations across CE, Truck, and Dealer Aftersales functions. Monitor and improve P&L performance for the aftersales division. Drive growth in service and parts revenue through customer retention and market penetration. Oversee compliance with OEM warranty procedures and service quality standards. Collaborate with OEM partners and suppliers to ensure up-to-date service offerings and technical excellence. Enhance customer satisfaction and loyalty through effective service recovery and feedback systems. Lead, mentor, and develop a team of 6+ direct reports and broader staff. Promote a high-performance culture focused on safety, accountability, and continuous improvement.