Senior Manager-Trade Cycle Management & Loyalty

Senior Manager-Trade Cycle Management & Loyalty

الوصف الوظيفي

Senior Manager- Trade Cycle Management & Loyalty | Financial Service | Al Futtaim Automotive | Dubai

What You Will Do:

Implementation of Trade-cycle management (TCM).

• Design initial TCM approach with L&D and external trade cycle management training company

• Lead TCM subproject within Captive Finance project

• Ensure all Toyota, Honda, CJD, Volvo, Automall, Used Vehicles and Al Futtaim Finance's ( AFF ) sales staff participate in accreditation process

• Develop reporting tools and templates to track TCM and repurchase rates accurately across AFF portfolio

• Develop and implement a customer loyalty strategy across the AFF business

• Implement system(s), processes, and collateral to delivery increased customer centricity

• Work closely with OEM Brand partners to deliver an aligned customer approach

TCM marketing

• Co-create supporting tools and collateral for sales process and in-dealership communication

• Create Loyalty programs and bespoke loyalty offers

Training and Coaching

• Lead the internal TCM training group together with Learning & Development

• Provide training and on-site coaching

• Document and benchmark best practices within Al-Futtaim, UAE and international markets

Retention and Loyalty

• Utilise portfolio data to drive repurchase strategies

• Establish portfolio analysis tools

• Create equity and parity leads

• Establish early renewal process

• Establish and measure retention KPIs

Customer Experience & In-Life

• Develop the customer experience strategy from an AFF perspective and champion the processes and teams to support that customer journey

• Accountable for defining and driving change for in-life customer value by delivering solutions that meet customer needs and objectives

• Manage systems, processes, and policies to ensure separation of the brand identities when interacting with customers

Business Development Center

• Create AFF BDC concept to capture all outbound in-life and inbound customer enquiries across the business

• Develop and implement systems, processes, and scripting for BDC consultants

• Establish effective lead management concepts

• Utilize Al Futtaim customer journey framework to create additional value for the customer and Al Futtaim

• Optimise customer self-service tools to deliver workforce planning objectives

المهارات

What Equips You For The Role:

Education:

• University graduate with a bachelor’s degree in Business Administration, Marketing, or similar

• Outstanding interpersonal, facilitation, and presentation skills.

• Strong quantitative and analytical skills

• Creative and can work under pressure

• Knowledge about current market and customer trends

• Understanding of the automotive sales process and finance offerings in mature markets

Minimum Experience and Knowledge:

• Minimum of 5 years’ experience in dealership and automotive finance operations or other relevant experience

• Strong sales skills and retail sales experience

• People management and leadership experience with sales teams

Job-Specific/Technical Skills required to complete the tasks:

• TCM, retention and EoT auto-captive knowledge

• Full working knowledge of auto finance process

• Full working knowledge of captive financing processes and products

تفاصيل الوظيفة

منطقة الوظيفة

الإمارات العربية المتحدة

قطاع الشركة

المحاسبة

طبيعة عمل الشركة

صاحب عمل (القطاع الخاص)

نوع التوظيف

دوام كامل

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

1

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