Reception Manager | Al-Futtaim Automotive | Toyota

Job Requisition ID :   169609

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the Role

We are looking for a skilled and dynamic Reception Manager to join our Toyota Al Badia Service Center team. As a Reception Manager, you will be responsible for overseeing and leading a team of 13, including 3 Reception Supervisors, 6 Receptionists, and 4 Cost Clerks. You’ll play a key role in ensuring the highest standards of customer service, acting as a role model and promoting a culture of excellence, enthusiasm, and professionalism in our service reception

What You Will Do

• Maximize aftersales revenue and margin performance through effective target setting for Service Advisors.
• Monitor and ensure optimal frontline resource allocation (Service Advisors, drivers, car cleaners) to maintain Total Quality Management.
• Oversee daily Work-In-Progress (WIP) management to optimize revenue and minimize financial risks.
• Conduct daily alignment meetings with Service Advisors and frontline staff to communicate targets and performance expectations.
• Analyze customer feedback with the Aftersales Manager and implement Small Group Activities to enhance both customer experience and operational efficiency.
• Assign customers to Service Advisor teams to reduce waiting time and improve the Net Promoter Score (NPS).
• Ensure Service Advisors capture accurate customer data in SAP for effective engagement and follow-up.
• Collaborate with HR and the Aftersales Manager to ensure optimal staffing levels with qualified team members.
• Handle escalated customer complaints and reflect Al-Futtaim’s values of customer centricity in all resolutions.
• Submit accurate weekly performance forecasts based on market trends and operational data.
• Uphold Toyota’s Corporate Image standards and ensure 100% compliance with all SOPs

Required Skills to Be Successfu

About the Team

You will be part of a dynamic Aftersales Operations team dedicated to delivering exceptional customer service and operational excellence. The team is performance-driven, collaborative, and committed to upholding the highest standards of the Toyota brand

What Equips You for the Role