Head of Retail (Car Rental)

Role Overview

Customers

• Work closely with branch teams and customers to resolve operational and service-related challenges promptly and effectively.
• Build and maintain strong, professional relationships with customers and internal teams, ensuring a positive company image in the Abu Dhabi market.
• Address customer complaints and service issues efficiently, ensuring timely resolution.
• Direct and coordinate counter operations to ensure smooth daily customer interactions.
• Coordinate counter upkeep, branding, and promotional activities across Abu Dhabi branches.
• Set and review branch-level product pricing in line with market conditions and company guidelines.
• Manage customer discounts and special pricing structures while maintaining profitability, with full accountability.
• Maintain a customer-focused mindset by being approachable, professional, and service-oriented, both on-site and off-site.
• Continuously update product and service knowledge to remain competitive within the Abu Dhabi rental market.

Operations

• Review and analyze daily, weekly, and monthly operational and financial reports to assess branch and individual performance across Abu Dhabi.
• Conduct regular branch visits to ensure compliance with operational standards, brand guidelines, and service expectations.
• Work closely with Operations, Fleet, and Support teams to ensure uninterrupted business flow and efficient branch operations.
• Oversee workflow planning and resource allocation to balance workloads and meet operational demands.
• Provide operational support to branches when required and step in to perform any branch-level function as needed.
• Develop and implement pricing and operational policies aligned with profitability and local market dynamics.

Business Development

• Set branch targets in coordination with senior management, ensuring alignment with Abu Dhabi market potential.
• Drive sales performance across all Abu Dhabi branches to meet or exceed assigned targets.
• Ensure consistent year-on-year revenue growth across all branches.
• Identify and push incremental sales opportunities, including non-rental revenue streams.
• Actively engage with new corporate, government, and retail customers to expand market presence and brand visibility in Abu Dhabi.
• Establish and manage local loyalty partnerships and ensure effective communication of these initiatives to branch teams.

Personal Requirements

• Demonstrates a proactive, solution-oriented mindset with the ability to identify issues and implement effective corrective actions.
• Fully accountable for total branch revenue, including cash, credit, corporate, tour operator, and non-rental income.
• Displays resilience, determination, and persistence when faced with challenges, ensuring objectives are achieved to the highest standards.
• Reports directly to the Head of Sales & Marketing (HOSM) on all retail and branch-related matters without compromise.

Team & People Management

• Assign, supervise, and coordinate all branch activities in accordance with company policies and operational objectives.
• Plan and anticipate staffing requirements to meet current and future operational needs.
• Participate in recruitment, interviews, and onboarding of new employees as required.
• Conduct regular performance evaluations, set clear objectives, and provide continuous feedback and coaching.
• Ensure company policies, procedures, and compliance requirements are clearly communicated and consistently followed.
• Ensure all branch equipment and vehicles are maintained in line with company and safety standards.
• Ensure all employees receive mandatory and role-specific training.
• Foster a collaborative, performance-driven team culture focused on customer satisfaction and business results.