Director
Abdul Latif Jameel Enterprises
مجموع سنوات الخبرة :15 years, 5 أشهر
Director ALJE Body and Paint Company, Kingdom of Saudi Arabia January 2021-Present Headhunted by the Owner to support transformation of AUTOHUB - a underperforming multi brand automotive accident repair business. Autohub is the largest accident repair network across the kingdom of Saudi Arabia, it has 8 multi brand mega service facilities incorporating 40 to 130 work bays, addressing accident repairs across KSA. I have prepared and implemented a strategy to enhance the current facilities and expand the network to cover additional revenue streams by diversifying the brand portfolio Autohub now deliver additional services such as servicing, general repair, quick service, car care and car wash.
•Implemented a new guest delight platform "Qualtrics" to monitor and enhance our guest services and increase our Net Promotor Score and reduce Voice Of Guest, delivering NPS increase and VOG decrease.
•Prepared and implemented a seamless digital K2K operational journey to enhance associate eficiency and deliver a unique unapparelled automotive guest experience.
GCC markets. Director - Aftersales, Dubai, UAE 2009-2019 Challenged to turn around unprofitable/non-compliant importers/dealerships in Saudi Arabia, Kuwait, Bahrain and Abu Dhabi with oversight of service, parts, body shop, fleet, transportation, CRM, CI and marketing.
•Undertook detailed analysis enabling preparation and implementation of a strategic five-year business plan that was presented in person to the Senior Vice President Global Aftersales Division in Japan.
•Completed a performance review of all staf and implemented Nissan and Infiniti core training programs. Created a project team recognised regionally as number one in CSI metrics.
•Revitalised the network via restructure, removing the license to trade from an underperforming Dealership to a new, motivated market entrant enabling year-on-year growth of 8%-10%+, respected eficient aftersales service, and a 47% uplift in measured levels of customer satisfaction.
•Monitored logistics and supply chain management processes and boosted working capital with a targeted reduction in obsolete inventory levels, the redesign of the warehouse and an update in the inventory management system facilitating maintenance of an optimum inventory profile.
Returned the Service and Bodyshop Departments to profitability and delivered a sharp uplift in customer satisfaction levels that had impacted by an internal lack of systems and processes. 450 staf, revenues of US$30M+ and coordination of service and accident repair facilities across the Kingdom.
Led 60+ staf in a P&L owner role driving Aftersales Department performance. US$2M+ revenue.
•Asserted streamlined workshop loading/customer flow, advancing revenues 25% and efecting a 39% progression in customer satisfaction with greater technology use and an innovative one-on-one client follow-up program.
•Replaced underperforming managers and ofered technical training to all staf reflecting the results of a best-practice skills audit program that identified gaps in knowledge.