Vice President – Aftersales

About the role

The Vice President – Aftersales will lead Al Ghurair’s aftersales function, shaping strategy and ensuring high‑quality service delivery across workshops, parts warehouses and fleet operations. This senior role combines strategic planning, operational oversight and cross‑functional collaboration to drive growth and customer satisfaction.

Key responsibilities

• Develop and launch a strategic plan for workshop output and national aftersales growth.
• Monitor, control and analyse budgets, targets and performance metrics, taking corrective actions as needed.
• Ensure warehouse operations align with dealership guidelines, company policy and ESMA standards.
• Coordinate with marketing to run service and parts campaigns that attract new customers and retain existing ones.
• Manage fleet contracts for mechanical repairs and services, delivering express service to fleet customers.
• Maintain customer satisfaction through feedback surveys and coordinated problem resolution with the CRM department.
• Lead and develop a team of aftersales professionals, fostering alignment with cross‑functional initiatives.
• Analyse data to inform aftersales strategies and optimise performance.
• Oversee service operations for insurance, fleet and retail customers, ensuring profitability.
• Conduct random workshop visits to verify service quality and timeliness.
• Implement training programs and keep service personnel updated with technical data.
• Drive promotional activities in collaboration with marketing, benchmarking against competitors.
• Represent the company at external aftersales events, training sessions and franchisee meetings.
• Provide strong leadership for repair operations, parts warehouse management, warranty administration and claims handling.

Required profile

• Extensive senior‑level experience in aftersales or service operations, preferably within the automotive sector.
• Proven ability to develop and execute strategic plans that deliver business growth.
• Strong analytical mindset with experience in budget management and performance monitoring.
• Demonstrated leadership skills, capable of managing large, cross‑functional teams.
• Excellent stakeholder management and communication abilities.
• Knowledge of Emirates Standards (ESMA) and compliance requirements.

Required skills