Business Process Manager Used Cars AF Motors Toyota Dubai

About the Job

Reporting to the Head of Business Process the job purpose is to develop and sustain a culture through behaviour process amp facilities that delivers ‘The AFM Way' within the Retail department across all AFM Toyota showrooms in the UAE .



The Retail Business Process Manager is responsible for ensuring that all AFM Toyota showrooms across the UAE deliver a truly ‘worldclass' customer experience through process systems and behaviours. By ensuring that ‘The AFM Way' becomes part of the DNAculture at all showroom locations this in turn will be a key driver of our Customer Service Values and therefore our customer engagement score.



The role involves

• Ensuring that all associates have been trained to Toyota Sales Certification standards including behavioural expectations. New recruits should to have a sales process induction including Fastrack training prior to being given system access.


• Identify and introduce bestpractice with the goal of improving the customer experience in line with our Customer Service Values CSV statement.


• Establish an environment that embraces continuous improvement within the workplace by facilitating inshowroom workshops and roleplay activity.


• Complete a facility review to ensure that the customer journey allows business to be conducted in line with our Customer Service Value CSV statement.


• Implement display and merchandising standards review to support the customer experience.


• Prepare budget requirements with justifications in relation to headcount and facility upgrades CapEx to support the customer experience.


• Reporting of showroom performance data in relation to areas that impact customer experience process or associate behaviours. Showroom specific facility improvement requirements.


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  As such the purpose of the role is threefold
  
  
  
  

  
  
  1. Implement embed and monitor ‘The AFW Way' sales process within the showroom environment to ensure that AFM Toyota continually deliver a world class customer experience.
  
  
  2. Install customer focused behaviour through worldclass training and development and ensure that it is embraced by all associates.
  
  
  3. Improve the customer journey and ultimately the customer experience by ensuring that our facilities are designed to ‘make it easy' for our customers to transact with AFM Toyota
  
  
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     About You
     
     To apply for this role you should have the following skills experiences and qualifications
     
     
     
     Minimum Qualifications and Knowledge
     
     
     
     

     
     
     • Languages Fluent English Arabic an Advantage.
     
     
     • Project Management experience minimum accreditation to PMP standard.
     
     
     • Showroom Knowledge including strong understanding of the end to end sales process supported by IT systems Fastrack
     
     
     • Ability to influence and gain commitment at all organizational levels
     
     
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       Minimum Experience
       
       
       
       

       
       
       • Automotive sales management experience within franchised environment.
       
       
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         JobSpecific Skills
         
         
         
         

         
         
         • Knowledge of how a showroom operates. Change management Project prioritisation. Ability to identify best practice.
         
         
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           Behavioural Competencies
           
           
           
           Customer focused. Problem solving. Team player. Organised
           
           
           
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