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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh

About the Role

Al-Futtaim Automotive, a division of the Al-Futtaim Group, is seeking a Regional Aftersales Manager to lead and optimize Aftersales business performance for BYD & Denza across a designated region in Saudi Arabia, specifically Riyadh. Al-Futtaim Group, established in the 1930s and headquartered in Dubai, is a diversified private business employing over 35,000 individuals across more than 20 countries. This role is accountable for revenue, profitability, customer experience, workshop productivity, and brand standards execution at the network level, contributing to the growth of BYD & Denza's Aftersales operations and its EV portfolio.

The Regional Aftersales Manager will act as the senior Aftersales authority within the region, overseeing service, parts, body shop, and allied revenue streams across all branches. The position requires strong commercial acumen, deep operational knowledge, and proven leadership capabilities for multi-disciplinary teams.

Key Responsibilities

  • Manage the complete Aftersales Profit & Loss (P&L) for the region, including labor, parts, body shop, accessories, service contracts, and other revenue streams.
  • Achieve volume, revenue, gross margin, and net profit targets across all regional branches.
  • Drive growth in service retention, customer pay business, and value-added Aftersales products.
  • Govern workshop productivity, technician efficiency, bay utilization, and overall throughput across regional service centers.
  • Ensure service operations adhere to Original Equipment (OE) technical standards, maintain repair quality, and meet turnaround time benchmarks.
  • Optimize service capacity planning based on parc growth, EV demand, and seasonal fluctuations.
  • Take ownership of Aftersales customer experience Key Performance Indicators (KPIs), including CSI, NPS, complaint resolution, and Fix-Right-First-Time rates.
  • Implement structured retention programs, service reminders, and lifecycle engagement strategies to expand the active customer base.
  • Resolve escalated customer complaints, focusing on permanent solutions and customer recovery.
  • Lead and mentor Service Managers, Parts Managers, Workshop Managers, and Aftersales teams across the region.
  • Establish and maintain branch-level performance routines and accountability mechanisms.
  • Develop branch leadership talent through coaching, succession planning, and capability-building initiatives.
  • Ensure the full execution of Al-Futtaim and BYD brand standards across all Aftersales customer touchpoints.
  • Drive compliance with Ministry requirements, warranty governance, and Health, Safety, and Environment (HSE) standards.
  • Oversee audit readiness across workshops, parts operations, and customer-facing processes.
  • Promote the penetration of accessories, service contracts, and extended warranties across the network.
  • Develop and implement commercial campaigns and incentive frameworks to accelerate allied business growth.
  • Identify and pursue fleet, corporate, and Business-to-Business (B2B) Aftersales opportunities within the region.
  • Deliver monthly regional Aftersales performance reviews to Aftersales leadership and brand management.
  • Track and report on core KPIs, including labor sales per RO, parts-to-labor ratio, retention rate, CSI, productivity, and workshop loading.
  • Utilize data and dashboards to identify performance outliers, replicate best practices, and implement corrective actions.
  • Collaborate with Sales, Network Development, Marketing, Finance, and Human Resources to align Aftersales priorities with business objectives.
  • Engage with BYD Headquarters (HQ) Aftersales counterparts on technical, warranty, and commercial priorities.
  • Represent the region in senior leadership reviews and strategic planning forums.

Qualifications and Requirements

  • Bachelor's degree in Engineering, Business, Automotive, or a related discipline; an MBA is preferred.
  • A minimum of 12 years of progressive experience in automotive Aftersales, with substantial exposure to service, parts, and body shop operations.
  • Proven track record of successfully managing Aftersales P&L across a multi-branch dealer network at a regional or country level.
  • Strong working knowledge of automotive Dealer Management Systems (DMS), Customer Relationship Management (CRM) systems, Enterprise Resource Planning (ERP) systems, and Business Intelligence (BI) reporting tools.
  • Demonstrated success in delivering revenue growth, improving customer retention, and enhancing customer experience (CX) across a network.
  • Experience within the GCC or KSA market is strongly preferred. Exposure to EV brands or Chinese OE environments is considered an added advantage.

Required Skills

  • Strong commercial and P&L ownership mindset for multi-site Aftersales operations.
  • Proven leadership experience with large, multi-disciplinary Aftersales teams across a regional network.
  • Deep operational knowledge of workshop productivity, parts operations, and key service business levers.
  • A strong customer experience orientation balanced with commercial discipline.
  • Advanced analytical capabilities, including KPI design, performance diagnostics, and data-driven decision-making.
  • Proficiency in using DMS, CRM, ERP, and BI tools such as SAP, Kerridge, Autoline, and Power BI.
  • Confident stakeholder management skills across branches, OE, and HQ functions.
  • A coaching, capability-building, and succession planning mindset.
  • Excellent negotiation, problem-solving, and decision-making skills under pressure.

Work Location and Type

This is a full-time position based in Riyadh, Saudi Arabia.


Requirements

  • Requires +10 Years experience

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