Performance & Standards Manager | Al-Futtaim Automotive - BYD | Riyadh

Overview

Operational Standards & Network Governance

• Define, deploy, and govern operational standards across all BYD & Denza showrooms and workshops in KSA.
• Drive consistent execution of Al-Futtaim and BYD brand customer experience standards across the network.
• Lead the network audit framework — process audits, mystery shopping, and standards assessments — and convert findings into action.

Customer Experience

• Own customer experience KPIs across Sales and Aftersales (NPS, CSI, SSI, complaint resolution).
• Partner with Customer Relations to identify experience gaps and drive structured improvement programs.

Performance Management of Core & Allied Business

• Drive commercial performance of core service business and allied revenue streams: accessories, service contracts, value-added products, and service products across showrooms and workshops.
• Set targets, build penetration plans, and track performance by branch, advisor, and channel.
• Run network-level performance reviews, identifying outliers and replicating best practices.

Operational Excellence Programs

• Lead continuous improvement initiatives across branches — productivity, throughput, capacity utilization, and conversion improvement.
• Standardize SOPs, training touchpoints, and execution toolkits across the network.

Cross-Functional Collaboration

• Partner with Sales, Aftersales, Marketing, Training, and Network Development to align standards with execution capability.
• Work closely with branch leadership to embed standards as part of daily operating rhythm.

Reporting & Analytics

• Build and maintain the network performance dashboard covering standards adherence, CX metrics, and allied business penetration.
• Deliver monthly performance reviews to Aftersales and brand leadership with clear actions and accountability.

Required Skills to Be Successful

• Strong operational and process orientation, with proven ability to standardize across a multi-site network
• Deep customer experience instinct combined with commercial discipline
• High passion for the business, hands-on engagement at branch level, and ability to drive change through influence
• Strong analytical capability — KPI design, dashboarding, performance diagnostics
• Excellent stakeholder management across branches, OE, and HQ functions
• Coaching and capability-building mindset
• Confident communication and presentation skills

What Qualifies You for the Role

• Bachelor's degree in Business, Engineering, or related field. MBA preferred.
• 12–20 years of experience in automotive operations, retail performance, network development, or standards management.
• Proven track record of driving CX, standards, and commercial performance across a multi-branch dealer network.
• Strong analytical and BI tool proficiency (Power BI, Excel, CRM/DMS reporting).
• GCC or KSA market experience strongly preferred. Exposure to OE-led standards programs is an advantage.