Retail Operations Manager - Motorcycles

Role Overview As a Retail Operations Manager, you will assume full end-to-end leadership responsibilities for all dealership functions at our flagship location. As part of our Abdulla Al Masaood and Sons Motorcycles (Harley-Davidson) team in Dubai, you'll work in an ONSITE environment, engaging daily with customers and driving results through hands-on operational leadership. You will manage key areas such as motorcycle sales, aftersales/service, parts, and motor clothes & merchandise. The role demands a commercially aware leader, adept at balancing brand integrity, customer experience, and profitability, while inspiring high-performance teams. Responsibilities • Retail & Commercial Leadership • Drive overall dealership performance, focusing on revenue, margin, cost management, and profitability. • Ensure sustainable growth in motorcycle sales, service, parts, and motor clothes. • Develop and deliver annual operating plans, budgets, and KPI targets across all dealership departments. • Consistently implement and uphold Harley-Davidson brand standards at all customer touchpoints. • Sales & Customer Experience • Lead a premium, relationship-driven sales culture that reflects Harley-Davidson values. • Champion superior customer journeys, from initial inquiries through long-term ownership engagement. • Initiate and grow local rider communities, brand events, and customer engagement programs. • Utilize CRM data for retention, loyalty, and maximizing lifetime customer value. • Aftersales Excellence • Support service operations and ensure high standards in quality, efficiency, and customer satisfaction. • Maximize workshop productivity, resource utilization, and technical expertise in partnership with the service manager. • Maintain top-tier safety, compliance, and technical excellence standards. • Parts & Motor Clothes • Drive performance in parts and merchandise via effective merchandising, inventory optimization, and promotions. • Foster synergy between sales, service, and retail accessories offerings. • Ensure Harley-Davidson’s merchandising and brand presentation standards are met. • People Leadership & Culture • Lead, coach, and develop a passionate, high-performing team. • Nurture a culture of accountability, engagement, and pride among staff members. • Identify, mentor, and support the growth of future leaders within the dealership. • Promote a people-first, empowering, and supportive work environment. • Stakeholder & Brand Management • Act as a senior brand ambassador for Harley-Davidson within Dubai. • Work closely with group leadership, direct reports, and regional stakeholders. • Ensure complete compliance with manufacturer standards, requirements, audits, and reporting frameworks. Must Have Requirements • 5-8 years of proven leadership experience in automotive or premium retail—ideally motorcycles or luxury lifestyle brands. • Track record of managing full sales and aftersales operations. • Demonstrated commercial acumen with the ability to drive growth in a competitive, fast-paced market. • Experience managing multi-departmental teams and operations. • Solid exposure to manufacturer standards, performance frameworks, and audit compliance. Nice To Have Requirements • People-centric leadership style with the ability to inspire, develop, and retain teams. • Passion for creating and delivering world-class customer experiences. • Confident, hands-on decision-maker with effective problem-solving abilities. • Excellent communication skills, building trust with staff, customers, and partners alike. • Deep respect for Harley-Davidson’s culture, community, and values. Show more Show less