Overview
Overview Of The Role: We are looking for a skilled and dynamic Reception Manager to join our Toyota Al Badia Service Center team. As a Reception Manager, you will be responsible for overseeing and leading a team of 13, including 3 Reception Supervisors, 6 Receptionists, and 4 Cost Clerks. You’ll play a key role in ensuring the highest standards of customer service, acting as a role model and promoting a culture of excellence, enthusiasm, and professionalism in our service reception
What You Will Do:
- Maximize aftersales revenue and margin performance through effective target setting for Service Advisors.
- Monitor and ensure optimal frontline resource allocation (Service Advisors, drivers, car cleaners) to maintain Total Quality Management.
- Oversee daily Work-In-Progress (WIP) management to optimize revenue and minimize financial risks.
- Conduct daily alignment meetings with Service Advisors and frontline staff to communicate targets and performance expectations.
- Analyze customer feedback with the Aftersales Manager and implement Small Group Activities to enhance both customer experience and operational efficiency.
- Assign customers to Service Advisor teams to reduce waiting time and improve the Net Promoter Score (NPS).
- Ensure Service Advisors capture accurate customer data in SAP for effective engagement and follow-up.
- Collaborate with HR and the Aftersales Manager to ensure optimal staffing levels with qualified team members.
- Handle escalated customer complaints and reflect Al-Futtaim’s values of customer centricity in all resolutions.
- Submit accurate weekly performance forecasts based on market trends and operational data.
- Uphold Toyota’s Corporate Image standards and ensure 100% compliance with all SOPs
Required Skills To Be Successful
- Strong leadership and team management capabilities
- Deep understanding of aftersales operations and frontline resource planning
- Analytical mindset with the ability to interpret operational data and customer feedback
- Excellent communication and conflict resolution skills
- Commitment to quality, compliance, and continuous improvement
About The Team
You will be part of a dynamic Aftersales Operations team dedicated to delivering exceptional customer service and operational excellence. The team is performance-driven, collaborative, and committed to upholding the highest standards of the Toyota brand
What Equips You For The Role:
- Proven experience in an aftersales or automotive service environment
- Certified Service Advisor from a well-known automotive manufacturer
- Familiarity with SAP or other customer data management tools
- Strong organizational skills with a proactive and customer-focused mindset
- Ability to lead, coach, and develop a high-performing team
- Understanding of Total Quality Management and Standard Operating Procedures
About Al Futtaim Automotive
Al-Futtaim Automotive part of Al-Futtaim, provides transportation solutions and services people want and deserve.
Our expertise. Their choice. We represent some of the world’s most popular automotive brands, but we don’t decide for people what they drive or ride. We do make it all available, at its best, for every purpose.