Regional Aftersales Manager | Al-Futtaim Automotive - BYD

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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

The Regional Aftersales Manager will lead and own the full Aftersales business performance across a designated region for BYD & Denza in KSA, covering service, parts, body shop, and allied revenue streams across all branches. The role carries direct accountability for revenue, profitability, customer experience, workshop productivity, and brand standards execution at network level. Acting as the senior Aftersales authority in the region, the position is critical to scaling BYD & Denza's Aftersales footprint, driving customer retention, and delivering sustainable growth in a rapidly expanding EV-led portfolio.

What You Will Do

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…