Job Requisition ID:
About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.
Overview Of The Role
- The Retail Sales Supervisor is responsible for ensuring a high level of customer satisfaction and enhancing the brand image. The role involves driving customer and employee engagement levels, ensuring compliance with procedures and accurate documentation, and maximizing rental revenue. The supervisor will manage a team of CSRs and Drivers, guide them in increasing revenue, and develop relationships with key stakeholders such as airport authorities and corporate clients. Additionally, the role includes maintaining branch standards and exploring new sales opportunities in the Doha region.
What You Will Do
Customer Satisfaction and Standards
- Ensure high standards of customer satisfaction are met and exceeded by implementing process improvements that smooth front-end operations.
- Drive associate and customer satisfaction to achieve Gallup’s Human Sigma level 5.
- Conduct regular NPS, Google, and booking.com surveys to measure customer satisfaction levels.
Revenue Growth and Vehicle Management
- Guide, coach, and motivate CSRs and Drivers to increase rental revenue at the airport and other locations.
- Determine and manage the requirement of vehicles for daily and monthly rentals to exceed revenue targets and customer needs.
- Analyze revenue reports per month and focus on RPD/RPM and utilization growth.
Compliance and Documentation
- Ensure compliance with procedures and recommend changes to existing procedures to ensure accurate accounting of revenue and vehicle movement.
- Maintain accuracy of documentation and system entries to achieve zero-error records through branch and spot audits.
Staff Training and Development
- Ensure Customer Service is adequately staffed with motivated, trained team members for effective service delivery.
- Plan and implement training and development courses through People Hub.
Brand Image and External Relations
- Maintain location standards and enhance the brand image through monthly Branch Image Audits.
- Develop relationships with Airport Authorities and act as the first point of contact to represent the business.
- Explore and develop sales opportunities outside the branch with Government Institutions, Schools/Universities, and Corporate clients.
Required Skills To Be Successful
- Strong leadership and interpersonal skills.
- Ability to work under pressure with good decision-making tact.
- Proficiency in MS Office applications including Excel and Word.
- Excellent verbal and written communication skills.
What Qualifies You For The Role
- Graduate degree and Management Diploma/Degree.
- Minimum 3 years of experience leading a customer service/sales team.
- Experience in handling customer disputes, grievances, and administrative responsibilities.
- Proficiency in MS Office Suite and Co-Pilot.
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