Hanady Hassan

Responsibilities:

1. Volume and Profit Target:
• Direct all operational aspects including sales, distribution operations, customer service, human resources, and administration.
• Achieve or exceed monthly/Quarterly/annual target including unit sales volume, profit margin, finance, insurance and accessory target for new and used cars, Retail and SME (Average 600 vehicles monthly).
• Develop forecasts, financials objectives and business plans.
• Control discounts offering to retain margin.
• Allocate funds appropriately, manage financials expenses and spends to maintain cost within planned budget.
• Ensure all accounts reconciliations for sales are received accurately and timely without any overdue collection (from banks).
• Locate areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities.
• Drive CRM and accurate customer data base capturing by on- going performance management of the team based on agreed KPI metrics at all points of sales.
• Maintain a prospecting system to ensure additional business contribute to the achievement of sales targets.
• Track the Web and Telephone leads generated by the Customer Contact Center team, monitoring and analyzing conversion ratios.
• Manage on site stock quota, arrangement and housekeeping.
• Maintain system in place to ensure smooth vehicles on site movement, storing and preparation for delivery for timely and easy handover to customers.

2. Company Standards:
• Maintains control over audit procedures to ensure compliance with controls, address deviance from procedure and take action accordingly.
• Adhere to high ethical standards and comply with all regulations and laws, like RTA, Municipality, and Ministry of Economy.

3. Customer Engagement:
• Ensure high level of customer service, meeting with customers and resolving any concerns or complaints.
• Achieve Company’s CSV (Customer Service Values) benchmark.
• Identify weakness areas, initiate and implement impact plans to improve customer engagement according to branch monthly scores and measure the improvement.

4. Team Management:
• Personnel management of employees working in the branch in terms of their attendance and punctuality, discipline, welfare - Managing a team of 80 employees including Sales Managers, Business Managers, Sales Executives, Back office, Accountants, Cahiers, Stock Controllers, Delivery Assistants and Drivers.
• Distribute branch target among the team, monitor and review sales performance versus the set targets.
• Evaluate performance of the sales personnel and apply appropriate action to improve performance and fulfill business plan goals.
• Bring out the best of branch’s personnel by supporting, coaching, development and training to maintain optimal customer service satisfaction level.
• Ensure highlight level of Associates engagement, understand Associate Engagement surveys, identify areas for improvement and implement action plans.
• Interview and hire new staff whenever required in line with branch head count plan.
5. Communication:
• Preparing daily, weekly, and month-end reports regarding operations and productivity.
• Share knowledge with other branches and head office on effective practices, competitive intelligence, business opportunities and needs.
• Address customer and employee satisfaction issues promptly, discuss suggestions to improve the presence and reputation of the branch and company.
• Stay abreast of competing markets and provide customer requirements and feedback to Product and marketing teams.

6. Facility Management:
• Managing the security and safety of the branch, by analyzing security and
safety policies and procedures and coordinate with Health and Safety department.
• Alert staff of any changes, apply corrective actions when and where required.
• General Administration of the branch to ensure that branch, vehicles, buildings and stores are kept and maintained in proper upkeep.

Play a role in short and long-term organizational planning and strategy related to developing performance and productivity of the SME business which contributes a significant sales volume penetration from overall Al Futtaim Motors cars sales.

Responsibilities:
• Segregate the SME business from other business units (Retail and Corporate) in terms of foundation of new business centers, sales force reporting structure and support staff, tools and materials and relevant sales and delivery procedures.
• Liaise with other controlling authorities like finance, HR, IT and legal to implement changes and ensure smooth and efficient transition plan.
• Writing new and improve existing processes, policies and SOP’s in support of organizational goals.
• Set up SME dedicated CRM strategy and systems including database and leads management in coordination with customer relations department.
• Leading the database cleansing project and improve database capturing quality by updating system entries and restriction standards.
• Tracking and measuring staff productivity by setting and updating performance KPI’s.
• Analyzing statistics, writing reports and manage information flow.
• Researching new technologies and alternative methods to develop & manage the right SME sales support tools (Software, TCO Programs, and marketing tools).
• Managing quality assurance programs according to business standards by working with internal and external parties (Product department, Training Academy, Marketing department, Aftersales etc…) to develop SME sales force skills.
• Work closely with marketing department to plan yearly marketing calendar, campaigns and events and track those campaigns impact on SME business.
• Work closely with product team to increase sales volume and achieve models segment assigned budget.
• Improve the operational systems including day-to-day activities through the provision of effective methods and strategies.

Improve customer service quality results by resolving problems, studying and
re-designing processes, establishing and communicating service metrics; preparing and completing action plans, monitoring results; initiating corrective actions, implementing changes, maintain close liaison between all departments to create a “Quality Service Culture”.

Role summary: Improve customer service quality results by resolving problems, studying and
re-designing processes, establishing and communicating service metrics; preparing and completing action plans, monitoring results; initiating corrective actions, implementing changes, maintain close liaison between all departments to create a “Quality Service Culture”.

Responsibilities:
• Creating corporate trust based on integrity and fair handling of complaints-classified under high and top level, investigating and solving them without further escalation.
• Providing relevant information in reports, analyzing statistics to top management to determine the level of customer service the organization is providing.
• Identify complaints breakdown trends and root cause findings to decide the corrective actions to service centers to improve after sales service.
• Assist with after-sales related market research and recommend improvement measures with the aim of continuously enhancing customer satisfaction.
• Assess Training needs of dealer network Technical and Non-Technical;
• Customer Satisfaction Index (CSI), Right First Time (RFT), Service Follow Up (SFU) Implementation, reporting, distribution.
• Plan, develop, and monitor dealer service and parts network by working closely with other department like parts, warranty, marketing, product and National Service department.
• Developing customer service policies and SOP’s for the organization.
• Promotion of activities for continuous improvement “Kaizen” to enhance service quality, reduce waste and increase efficiency.
• Being the final decision making authority for customer goodwill spend.
• Interfacing with 3rd party institutions such as Ministry of Economy, Consumer protection, and Service providers to negotiate and influence decisions on customer cases.
• Being the main interface between AFM and TMC “Toyota Motor Co-operation” Customer Relations Department.
• Keeping accurate records of discussions or correspondence with customers.
• Monthly and quarterly meeting with other departments’ managers to discuss possible improvements to customer service.
• Identify and address staff training and coaching needs to deliver a high standard of customer service.
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings, sharing best practices and attending courses.

 Achieve or exceed the branch allocated unit sales target.
 Achieve or exceed the CSI objectives and ensuring driving the customer satisfaction to the extreme.
 Achieve or exceed the budgeted gross margin and all KPI’s.
 Daily tracking of the system customers’ data entries logged by sales executive, and train them on software system use.
 Stock handling; allocating and stock age monitoring.
 Organizing the sales team timing schedule and attendance.
 Providing weekly and monthly reports to superiors.
 Continuous guidance to branch support staff toward related business requirement such stock managing, invoicing, registration and delivery.