Service Development Executive

Location: Dubai
Salary: AED 10,700 – 12,500
Job Code: 202/001/231
Industry: Automotive

Job Responsibilities:

Dealer Monthly Business Performance Monitor:
  • Monitor service intake and parts sales performance of dealers on a monthly basis.
  • Analyze data and provide actionable insights to enhance revenue generation.

Dealer Communication:
  • Conduct regular meetings with dealers to discuss service development activities.
  • Provide guidance and support to improve service standards and operational efficiency.

Customer Satisfaction Index (CSI) - PSFU Activity:
  • Monitor CSI process and collaborate with dealers to address areas of improvement.
  • Implement corrective actions to enhance customer satisfaction.

Dealer Standardization:
  • Identify areas of improvement in facility, organization, skills, SOPs, and operation of dealer service centers.
  • Ensure standardization of service processes across the dealer network.

Execution of Marketing Plans and Programs:
  • Implement short-term and long-term marketing plans to promote service offerings.
  • Collaborate with marketing teams to execute digital marketing activities.

Retention:
  • Conduct service campaign activities to improve customer loyalty and increase retention percentage.

Analysis of Market UIO:
  • Analyze actual UIO (Unsatisfied Installation Occurrences) and monitor market trends.
  • Provide insights to enhance service offerings based on market analysis.

CRM Activities:
  • Analyze lost customer data, time lapse, and parts sales dealer-wise to improve customer engagement.
  • Utilize CRM tools effectively to manage customer relationships.

Service Contract Execution:
  • Execute service contracts in the Africa region and monitor monthly performance.
  • Ensure adherence to contractual obligations and service standards.

Expense Settlement and Accounting Records:
  • Maintain accurate accounting records and settle expenses in a timely manner.

Competitor Benchmark Survey:
  • Conduct regular surveys of the market and competitor workshops.
  • Study and develop best industry practices to stay ahead of competitors.

Digital Service Marketing:
  • Execute digital marketing activities to enhance service visibility and customer engagement.

Dealer Service Network Expansion:
  • Develop guidelines for expanding the dealer service network.
  • Identify potential locations for new dealerships and evaluate ROI.

Key Skills & Abilities:
  • Strong proficiency in monitoring dealer performance and revenue generation.
  • Proven ability to develop and implement customer retention strategies.
  • Excellent communication and negotiation skills for effective dealer communication.
  • In-depth understanding of the Customer Satisfaction Index (CSI) process.
  • Comprehensive knowledge of dealer service center operations and standardization.
  • Experience in branch development and ROI analysis.
  • Exceptional interpersonal skills to collaborate effectively with internal teams and external stakeholders.
  • Ability to thrive in a fast-paced environment and work under pressure.
  • Self-motivated and goal-oriented with a focus on achieving results.

Job Requirements:
  • Minimum of 4 years of experience in a similar role within the automotive industry.
  • Bachelor's degree in Automobile/Mechanical Engineering or a related field.
  • Advanced proficiency in Microsoft Office applications (Excel, PowerPoint, Word).
  • Familiarity with dealership management systems (DMS) and customer relationship management (CRM) software.
  • Ability to utilize data analysis tools for informed decision-making.
  • Experience with online meeting platforms such as MS Teams for remote collaboration.
  • Language: English and French (Mandate)
  • Willingness and ability to travel to different countries in Africa.
  • Candidates available to join immediately will be given preference.

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