Trade Cycle Management & Customer Loyalty Senior Manager Al Futtaim Automotive UAE

Al-Futtaim Group is currently seeking an experienced and qualified individual to take on the role of a Trade Cycle Management & Customer Loyalty Senior Manager. The selected candidate will be responsible to understand AFF’s position in the market and actively manage the bank partnerships to ensure maximising all potential captive financing opportunities whilst governing the SLA’s agreed in the partnership, reviewing and consulting the business to increase overall performance of all products and services offered in the partnership, will need to consult with the sales & market, operations, finance and the wider Al Futtaim Group/Brands to ensure the captive products are market leading and supporting the overall objective to sell more vehicles and retain more customers. 

Duties of A Trade Cycle Management & Customer Loyalty Manager

• 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 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.
• Co-create supporting tools and collateral for sales process and in-dealership communication.
• Create Loyalty programs and bespoke loyalty offers.
• Utilise portfolio data to drive repurchase strategies.
• Establish portfolio analysis tools.
• Create equity and parity leads.
• Establish early renewal process.
• 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.
• 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.

What You’ll Do More?

• 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.
• Ensuring the AFF and the wider business is aware of updates, changes.
• Supporting the Sales and operations teams to integrate the partnership processes within AFF processes.
• Lead the establishment of a business development center in close co-operation with other Al Futtaim Brands and customer service functions to ensure that all leads are managed irrespectively of their maturity.
• Regular communication within AFF on all partnership elements.
• 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.

Requirements for Role of Trade Cycle Management & Customer Loyalty Manager

The eligibility requirements for role of Trade Cycle Management & Customer Loyalty Senior Manager are as under:

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

Skills Desired

• TCM, retention and EoT auto-captive knowledge.
• Full working knowledge of auto finance process.
• Full working knowledge of captive financing processes and products.
• 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.

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