Dealer Principal

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

**Overview of the role**:

- To be a central accountable lead for providing a seamless and complete Automotive offering to the customers of the localised sites/network pertaining to the role
- Lead and maximize the performance of all the location’s operational functions: New Unit Car Sales, PreOwned Car Sales, AfterSales (Services, Spare Parts, Accessories).
- Direct the activities of all departmental staff; coaching them in establishing their departmental financial and non-financial objectives: Sales, profits, capital expenditures, manpower, Employee Engagement, Customer satisfaction, mystery shop, Lexus standards; and, continuously monitor and evaluate their progress toward achieving those objectives.
- Direct, motivate, and coach location employees to assure they consistently offer superior levels of service to the customer.
- Ensure branch compliance with company mission, vision, Brand values, and all Government regulations such as employment terms, safety, health, environment & security.

**What you will do**:
Commercial Management:

- Assumes ultimate accountability for the achievement of budgeted operational objectives in revenue, Margin, volume, profit, customer satisfaction, and employee engagement; thereby, maximizing returns on investment.
- Hold regular MFRs with BAMs to understand and optimize Branch P&L
- Participate in annual business planning and follow up with quarterly and monthly reviews.
- Revenue Maximisation
- Margin Improvement
- Controllable cost management
- Forecasting
- Execution of Incentive plans (within framework provided by Retail Director)
- Asset Management - optimise inventory of vehicle and parts stock
- Receivables
- Cash Control
- Provide dealership management with regular reports on the financial condition of the dealership

Sales Management:

- Effectively manage stakeholders through regular meetings & supervision to ensure corrective actions on issues pertaining, but not limited to:
F&I

Sales Consultants

Pre
- Owned Sales Consultants

Logistics (PDI & AFL)

Marketing & Product

CRM; Business process and Mystery Shopping.
- Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting.
- With support of Sales Management drives achievement of monthly sales targets delivering volume and profit contribution
- F&I penetration
- Used car performance (sales and buying)

After Sales Management:

- Manage Aftersales financial budgetary goals and forecasts.
- Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
- Responsible to monitor the performance of service operations within the location through enhancing and re-allocating location resources to improve overall location results.
- Parts & Warranty
- Responsible for penetration of Service plans and extended warranty plans
- Daily KPI management
- OEM Warranty adherence

Marketing:

- Develop localised marketing initiatives and promotions with support of the brand communications team

Customer Experience & CRM:

- Accountable for a seamless end to end customer journey through Sales and Aftersales linking customer interactions to maximise opportunity to build value for the customer.
- Promote customer experience best practice and ensure the customer journey process is adhered to and the staff is trained to deliver on overall location targets
- Lead development and execution of local action plans for improvement of NPS and CSV/CSI with support of central analysis and customer excellence teams.
- Manage high level customer escalations or issues arising out of transactional situations and ensure customer complaints in location are resolved effectively and timely
- Should take active role in customer interactions to have strong sense of pulse and voice of the customer
- Local prospecting and CRM
- Building relationships with local corporate companies with his territory

Facility Management, Brand Standards & HSSE:

- With support from Operations Manager/Coordinator d