About the Business:
Al-Futtaim Automotive occupies the pre-eminent position of the largest distributor of automotive products in the Emirates, and leads the rapid development of automobile business in the UAE, while continuing to contribute to their brands worldwide growth.
Today, Al-Futtaim Automotive is synonymous with brands such as Toyota, Lexus, Honda, Jeep, Dodge, Chrysler and Volvo which enjoy undisputed leadership in the UAE in terms of the largest number of vehicles on the road. We also hold exclusive franchises for some of the world's top automobiles and automotive products like Hino - Japan's leading heavy-duty vehicle manufacturer, Toyo & Chen shin/ Maxxis tyres, GS & Panasonic batteries as well as the franchises for Hertz Rent-a-car - the world's largest rental and leasing company and FAMCO heavy goods Machinery.
About the Job:
Reports to: Quality Manager
Direct Reports: N/A
Department: Engagement
Location: Across the UAE
Job Purpose
Responsible of reviewing the quality of Impact plans.
In charge of preparing monthly reports of Customer & Associate engagement scores, numbers of impact plans uploaded in the system, review quality of plans are on SMART format, review timely updates made by managers in the system.
Description
* Monitor Impact Plans created by Managers are SMART.
* Provide assistance to Managers to modify plans into SMART format.
* Select best practices from Customer & Associate Engagement Impact plans.
* Prepare monthly Customer Engagement report to communicate CSV scores to Managers
* Prepare report to select best performers in Associate Engagement.
* Create regular reporting on status of Impact Plans and Completion league tables to ensure constant focus on engagement.
* Use industry benchmarks and experience to recommend quality-related practices that can be used throughout the organization.
* Establish plans to audit and survey a sample of customer service transactions.
Performance Indicators
* Review all plans uploaded in the system are in SMART format.
* Ensure all plans are 100% SMART one month after Manager uploaded the plan.
* Review plans in a monthly basis and select the best performer based on the follow up and implementation.
* Scores to be communicated in a monthly basis on the 3rd of each month.
* Monitor performance of scores from wave to wave to see improvement.
* Weekly reports are created and submitted to the Engagement Manager and to the divisional managers.
Job Context
Al-Futtaim Motors is the largest company in the automotive group. It requires dedicated support to help drive the actions which lead to cultural change. This role will be instrumental in being a guiding force to the management team who require support and information on how best to transform the AFM organisation into one that lives and breathes Engagement - both for Employees and Customers.
Job Details
| Date Posted: | 2013-10-21 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Sales |
| Company Industry: | Automotive |
Preferred Candidate
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