Assistant GM
Al-Futtaim Motors
Total years of experience :30 years, 4 Months
Headed compliance team in managing government regulations compliance in regards of Customer Satisfaction,
Business Process Development, and ISO certification
* A change manager who developed business SOPs by engaging all business areas gaining a profound
operational experience in Pre-Sales, Sales, and Aftersales.
* Initiated, maintained and managed strong professional relationships with local and federal entities that
allowed smooth liaison exposed me to higher negotiation and presentation levels with C-level executives up to
a minister rank and getting to act as an industry expert in many occasions.
* Managed the first vehicle recall initiative in the UAE with excellence by engaging stake holders including
ministry of economy, automotive dealers, media, etc. which dramatically enhanced customer and government
confidence in the business hence elevated sales volumes.
* Project Managed the ISO10002 certification for Al Futtaim Motors, Customer Relations Department, which
was the first CRD in the GCC to be ISO Certified. Managed the project through a collaborative approach to
get buy in at grass-roots level for smooth implementation and sustainability for the long term
* Successfully produced a compliance team under customer relations division and managed their individual and
team development which allowed us achieving outstanding performance and career growth.
* An active member of the new vehicle launch committee planning and arranging for areas related to consumer
protection/customer satisfaction and homologation and standards.
* Worked closely with authorities to resolve serious customer grievance on high scale utilizing a lot of
resources including legal advice, government relations, principal liaison, 3rd
party inspections.., which gained
me a great experience and a multi-cultural awareness and negotiation skills.
* Created and Project managed the automotive unified contract which unifies sales, service and parts auto
contracts into an acceptable form reducing the level of customer/ dealer conflict; it was approved and
successfully piloted by al Futtaim motors and implemented by all UAE automotive dealers.
* Developing SOPs for sales, after sales and product planning as a part of ISO 9001 certification integrating
quality management system in one place
2015 Q1
* SAP CRM Project member acting as a subject matter expert/ business analyst in developing several business
blue prints like Lead and Opportunity Management, and Business Development Centre.
* A founding member of the UAE automotive dealer council that is concerned to resolve automotive dealers and
customers related issues and conflicts under ministry of economy’s command.
* Project managed the “Consumer Guide “with UAE ministry of economy till successful implementation.
* Successfully Managed standards and homologations and issues with ESMA / GSO / Police like Cruise
Control case, Masdar city project, Speed Limiters project, Standard 42 and vehicle launches.
Heading customer relations dept., including activities, plans strategies and people management.
* Headed customer relations team handling successfully customer complaints commercial to luxury franchises
of all levels dealing with police, court, 3rd parties that gained me a huge experience with world class
satisfaction rates of customers as well as elevated employee engagement.
* Introduced voice of the customer program that increased analytical capacity and productivity
* Developed and managed the national CSI program for all customer facing businesses allowing measurable
KPI and a monitor both staff and business performance.
* Managed customer relations to high levels performance engagement by liaison with all related parties from
front liners to principals and 3rd
parties.
* Built a teamwork environment that encouraged high level of productivity and ensured workflow efficiencies,
customer service excellence and work quality