Senior Manager- Trade Cycle Management & Loyalty | Financial Service | Al Futtaim Automotive | DubaiWhat You Will Do:Implementation of Trade-cycle management (TCM).?Design initial TCM approach with L&D and external trade cycle management training company?Lead TCM subproject within Captive Finance project?Ensure all Toyota, Honda, CJD, Volvo, Automall, Used Vehicles and Al Futtaim Finances ( AFF ) sales staff participate in accreditation process?Develop reporting tools and templates to track TCM and repurchase rates accurately across AFF portfolio?Develop and implement a customer loyalty strategy across the AFF business?Implement system(s), processes, and collateral to delivery increased customer centricity?Work closely with OEM Brand partners to deliver an aligned customer approachTCM marketing?Co-create supporting tools and collateral for sales process and in-dealership communication?Create Loyalty programs and bespoke loyalty offersTraining and Coaching?Lead the internal TCM training group together with Learning & Development?Provide training and on-site coaching?Document and benchmark best practices within Al-Futtaim, UAE and international marketsRetention and Loyalty?Utilise portfolio data to drive repurchase strategies?Establish portfolio analysis tools?Create equity and parity leads?Establish early renewal process?Establish and measure retention KPIsCustomer Experience & In-Life?Develop the customer experience strategy from an AFF perspective and champion the processes and teams to support that customer journey?Accountable for defining and driving change for in-life customer value by delivering solutions that meet customer needs and objectives?Manage systems, processes, and policies to ensure separation of the brand identities when interacting with customersBusiness Development Center?Create AFF BDC concept to capture all outbound in-life and inbound customer enquiries across the business?Develop and implement systems, processes, and scripting for BDC consultants?Establish effective lead management concepts?Utilize Al Futtaim customer journey framework to create additional value for the customer and Al Futtaim?Optimise customer self-service tools to deliver workforce planning objectives
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