Dealer Principal – Toyota / Lexus | UAE
Company: Al Futtaim Private Company LLC
No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.
As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.
Come join us to live well, work better, and be the best.
Al-Futtaim Motors is seeking experienced and dynamic Dealer Principals for its automotive brands Toyota and Lexus to continue to drive market position and enhance these brands’ ability to engage with the customer by creating a seamless and complete Automotive offering.
The ideal candidate will have a strong automotive background, having successfully run dealership facilities covering both sales and aftersales. The candidate will spearhead the development and implementation of an innovative & engaging customer journey in the respective site, driving the dealership team to be increasingly customer centric. The jobholder will be responsible for the overall performance and profitability of the dealership, maximizing revenue generation and driving a kaizen mindset to improve processes and problem-solving mentality.
This role reports to the Retail Director – Toyota & Lexus.
Please see below for a more detailed outlook of the role-
Dealer Principal – Toyota / Lexus
To be a central accountable lead for providing a seamless and complete Automotive offering to the customers of the localized sites/network pertaining to the role.
Lead and maximize the performance of all the location’s operational functions: New Unit Car Sales, Pre-Owned Car Sales, Finance & Insurance, After Sales (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, Retail 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.
Uphold and comply with the OEM standards and processes.
Ensure compliance to all Government regulations such as employment terms, safety, health, environment & security.
Assumes ultimate accountability for the achievement of budgeted operational objectives in Revenue, Volume, Gross Margin, Expenses, Net 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.
Accountable for location Revenue Maximisation, Margin Improvement, Controllable cost management, Cash Control and Receivables
Support Planning teams to ensure accurate forecasting
Execution of Incentive plans (within framework provided by Retail Director)
Asset Management – optimise inventory of vehicle and parts stock
Provide dealership management with regular reports on the financial condition of the dealership
Develop and implement local plans to deliver sales and profit achievement by month for new, pre-owned and after sales
Effectively manage stakeholders through regular meetings & supervision to ensure corrective actions on issues pertaining, but not limited to:
Pre- Owned Sales Consultants
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 and particularly trade cycle products
Used car performance (sales and buying)
After Sales Management:
Manage Aftersales financial budgetary goals and forecasts
Maintain high-quality service repairs and minimize 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 procedure and process adherence
Develop localized marketing initiatives and promotions with support of the brand communications team
Customer Experience & CRM:
Deliver OEM Customer experience programmes
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.(customer retention loyalty)
Promote customer experience best practice to safeguard the customer journey process, whilst ensuring staff are 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
Take an active role in customer interactions to gain a strong sense of pulse and voice of the customer
Local prospecting and CRM
Building relationships with local SME;s within agreed market territory
Facility Management, Brand Standards & HSSE:
With support from Operations Manager/Coordinator drive efficient allocation of administration and support operational resources across the site/s of Sales and Aftersales under the Dealer Principal’s remit.
Responsible for securing and maintaining the company’s fixed assets at the location.
Ensure 100% compliance with Standard Operating Procedures
Manage documentation and legal government relation matters by ensuring adherence to the prescribed government rules and procedures to minimize legal implications to location operation.
Understand and ensure compliance with OEM warranty processes.
Ensure the proper care, storage, and inventory of special tools.
Manage location activities to ensure they are carried out as per the company’s policies and procedures through effective communication and monitoring.
Ensure Management and other stakeholders are kept informed of progress and issues related to location operations.
Work with Human Resources to ensure the branch is always optimally staffed/resourced with appropriately qualified, talented & efficient workforce.
Train, motivate and monitor and improve the performance of all staff.
Mentor, coach, develop and engage team to consistently deliver expected business results.
Develop & plan short- and medium-term goals and objectives for the team.
Drive Al-Futtaim Values in workplace.
Qualifications Experience & Skills:
Education: Bachelor’s Degree or Equivalent
Minimum Experience and Knowledge:
This position requires business maturity and excellent judgment the job holder should have a minimum of >10 years automotive industry experience with at least >5 years as a Branch Sales Manager or Service Manager.
Experience in optimization of Automotive Services. Ability to manage multiple priorities in a fast-paced environment; work collaboratively with cross-functional teams and ensure high quality deliverables with attention to detail. Proven ability to develop, execute and manage entire the service customer journey. Be able to guide colleagues inside and outside the service discipline. Affinity with cars in general and the automotive industry in particular.
Ideally has strong operational experience in both Aftersales & Sales
Must have English fluency
Ideally has GCC experience.
Ideally has Arabic fluency
Job-Specific Skills & Competencies:
Skills in sales & aftersales operations and customer relations
Ability to analyse and interpret financial data, including P&L.
Negotiation skills and able to close deals
Strong stakeholder management skills with the ability to communicate and interact with officials at all levels and to work effectively with a wide range of constituencies in a diverse community
Obtaining commitment and co-operation ideally through consent and willingness
High energy & enthusiasm
Leadership and ability to drive through complex solutions
Professional written and verbal communication and interpersonal skills able to drive best practices and productivity across a diverse workforce
Ability to motivate teams with good team building skills
Innovative problem-solving skills with entrepreneurial mindset
Confidence in own decision making
Target oriented and drive to exceed demanding challenges
Analytic and pro-active
Persistent and focused on results
We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.
Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.
As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.
Interested candidates should send their CVs