Standards Manager | Al-Futtaim Automotive - BYD

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.

The Performance & Standards Manager will head the Performance & Standards function for BYD & Denza in KSA, driving operational standardization, customer experience excellence, and commercial performance across showrooms and workshops. The role ensures consistent execution of Al-Futtaim and BYD brand standards across the network and is directly accountable for elevating performance of core service operations and allied businesses such as accessories and service products.

This is a high-visibility role demanding strong operational instincts, analytical rigor, and the ability to influence the network at every level.

• Define, deploy, and govern operational standards across all BYD & Denza showrooms and workshops in KSA.
• Drive consistent execution of Al-Futtaim and BYD brand customer experience standards across the network.
• Lead the network audit framework — process audits, mystery shopping, and standards assessments — and convert findings into action.

• Own customer experience KPIs across Sales and Aftersales (NPS, CSI, SSI, complaint resolution).
• Partner with Customer Relations to identify experience gaps and drive structured improvement programs.

• Drive commercial performance of core service business and allied revenue streams: accessories, service contracts, value‑added products, and service products across showrooms and workshops.
• Set targets, build penetration plans, and track performance by branch, advisor, and channel.
• Run network‑level performance reviews, identifying outliers and replicating best practices.

• Lead continuous improvement initiatives across branches — productivity, throughput, capacity utilization, and conversion improvement.
• Standardize SOPs, training touchpoints, and execution toolkits across the network.

• Partner with Sales, Aftersales, Marketing, Training, and Network Development to align standards with execution capability.
• Work closely with branch leadership to embed standards as part of daily operating rhythm.

• Build and maintain the network performance dashboard covering standards adherence, CX metrics, and allied business penetration.
• Deliver monthly performance reviews to Aftersales and brand leadership with clear actions and accountability.

• Strong operational and process orientation, with proven ability to standardize across a multi‑site network
• Deep customer experience instinct combined with commercial discipline
• High passion for the business, hands‑on engagement at branch level, and ability to drive change through influence
• Strong analytical capability — KPI design, dashboarding, performance diagnostics
• Excellent stakeholder management across branches, OE, and HQ functions
• Coaching and capability‑building mindset
• Confident communication and presentation skills

• Bachelor's degree in Business, Engineering, or related field. MBA preferred.
• 12–20 years of experience in automotive operations, retail performance, network development, or standards management.
• Proven track record of driving CX, standards, and commercial performance across a multi‑branch dealer network.
• Strong analytical and BI tool proficiency (Power BI, Excel, CRM/DMS reporting).
• GCC or KSA market experience strongly preferred. Exposure to OE‑led standards programs is an advantage.