Customer Process Manager | Al-Futtaim Automotive | BYD

Job Requisition ID: 167313 

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

Customer Process Manager

Overview of the Role
As a Customer Process Manager, you will be responsible for designing, documenting, and optimizing customer-related processes to improve efficiency and customer satisfaction. You will work closely with cross-functional teams to ensure compliance and alignment with company policies, enhancing operational efficiency while delivering a superior customer experience.

What You Will Do

• Process Design & Documentation: Develop detailed process maps and standardized templates for customer interactions. Regularly update documentation to reflect operational changes
• Strategic Process Development: Assess and improve existing customer processes, collaborating with stakeholders to develop new ones that align with business goals
• Process Adherence & Compliance: Train teams on processes, conduct audits, and address non-compliance issues to ensure adherence
• Process Optimization: Analyze performance data to identify inefficiencies, implement best practices, and monitor the impact of process adjustments on performance

Required Skills to Be Successful

• 5+ years of experience in process or operations management, preferably in the automotive industry or a distribution environment
• Knowledge of process improvement methodologies like Lean, Six Sigma, or TQM
• Proficiency in process mapping tools (e.g., Blueworks, Visio, Lucidchart)
• Experience in customer service or customer experience management is highly desirable

About the Team
You will collaborate with various departments, including strategy, operations, and customer experience teams, to ensure customer-centric processes. Your role will directly contribute to enhancing the operational efficiency of BYD KSA’s customer management systems.

What Equips You for the Role

• A Bachelor’s degree in Business Administration, Industrial Engineering, or a related field
• Proven experience in cross-functional collaboration and process improvement
• Excellent communication skills to engage with both technical and non-technical stakeholders
• Strong analytical, problem-solving, and project management skills

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. 
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.