Handover Specialist | Al-Futtaim Automotive - BYD | KSA

Position Summary

Handover Experience & Delivery Execution

• Conduct structured, OEM-aligned vehicle handovers including full feature walkthrough, infotainment setup, and connected services activation
• Personalize the delivery experience for VIP customers, corporate clients, and loyalty customers to enhance brand perception
• Ensure vehicle readiness prior to delivery including completed PDI, detailing, fuel/charge level, accessory fitment, and presentation standards
• Deliver a professional, engaging, and memorable handover experience aligned with dealership and OEM expectations

Documentation & System Handover

• Verify all delivery documentation is complete and accurate, including registration, insurance, financing contracts, warranty documents, and service plans
• Capture all required customer signatures, acknowledgements, and compliance documentation
• Set up customer profiles within OEM systems including mobile apps, connected vehicle platforms, and digital services
• Ensure full compliance with dealership processes, KYC requirements, and audit standards

Customer Education & Product Familiarisation

• Educate customers on key vehicle features including safety systems, ADAS, infotainment, and connected services
• Provide guidance on EV or hybrid vehicle usage, including charging procedures, battery management, and range optimization where applicable
• Explain service schedules, maintenance requirements, roadside assistance, and aftersales contact points
• Conduct post-handover test drives where required to ensure customer confidence and familiarity with the vehicle

Customer Experience, NPS & Loyalty

• Conduct post-delivery follow-up calls within 24–72 hours to confirm customer satisfaction and address any concerns
• Capture customer feedback and share insights with Sales, Service, and PDI teams for continuous improvement
• Promote loyalty programs, referral opportunities, and customer reviews to strengthen brand engagement
• Ensure zero-defect delivery experience and minimize post-handover escalations

Educational Requirements

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Hospitality, or a related field

Experience Requirements

• Minimum 1-2 years of customer-facing experience within automotive sales, premium retail, hospitality, or aviation sectors
• Previous experience in vehicle handover, sales support, or customer experience roles is strongly preferred
• Experience handling high-value customers and delivering premium service standards is an advantage

Technical Skills

• Strong product knowledge across vehicle range, including EV and hybrid technologies
• Proficiency in OEM mobile applications, infotainment systems, and connected vehicle platforms
• Familiarity with CRM and Dealer Management Systems (DMS) for documentation and customer data management
• Strong Microsoft Office skills for reporting and documentation