Senior Service Advisor Customer Relations Manager
Challenger Y63 Garage Dubai
النشر منذ 7 أيام
تفاصيل الوظيفة
Senior Service Advisor & Customer Relations Manager
Location
Challenger Y63 Garage LLC – Dubai, UAE
Reports To
CEO / General Manager
About the Role
Challenger Y63 Garage is seeking an ambitious, customer-focused, and results-driven Senior Service Advisor & Customer Relations Manager to join our growing team. This is a leadership position with a strong commercial focus, responsible for driving sales performance, managing customer relationships, coordinating with the technical team, and ensuring exceptional service delivery.
The successful candidate will serve as the primary link between customers and the workshop while playing a key role in revenue generation, customer retention, and business growth.
⸻
Sales & Business Performance (Primary Responsibility)
This is a sales-driven position. The successful candidate will be responsible for generating revenue, converting opportunities into sales, maximizing customer retention, and contributing directly to the growth and profitability of Challenger Y63 Garage.
Key Responsibilities
* Achieve and exceed monthly sales, gross profit, and customer retention targets.
* Convert customer inquiries, inspections, and estimates into approved repair orders.
* Maximize estimate approval rates and workshop utilization.
* Identify upselling and cross-selling opportunities while maintaining customer trust.
* Follow up professionally and consistently on quotations and pending approvals.
* Build long-term customer relationships that generate repeat business and referrals.
* Support marketing campaigns and convert leads into paying customers.
* Track personal sales performance and maintain accountability for individual and team targets.
* Continuously seek opportunities to increase workshop revenue and customer lifetime value.
* Contribute to the overall growth strategy of the business.
⸻
Customer Relationship Management
* Act as the primary point of contact for all customer inquiries, bookings, estimates, and service updates.
* Deliver exceptional customer service and maintain long-term customer relationships.
* Handle customer concerns, complaints, and escalations professionally and efficiently.
* Ensure a premium customer experience from vehicle drop-off to vehicle handover.
* Follow up with customers to ensure satisfaction and encourage repeat business.
* Maintain high customer satisfaction and retention levels.
⸻
Workshop Coordination
* Coordinate daily activities between customers, technicians, workshop management, and company leadership.
* Ensure repair orders, job cards, and estimates are completed accurately and professionally.
* Monitor vehicle progress and ensure timely completion and delivery.
* Communicate customer requirements effectively to the technical team.
* Ensure transparency and professionalism throughout the repair process.
* Assist in improving workshop productivity, efficiency, and customer experience.
⸻
Reporting & Administration
* Prepare daily, weekly, and monthly sales, operational, and performance reports.
* Maintain accurate customer databases and service records.
* Track KPIs, sales performance, estimate conversion rates, customer satisfaction, and retention metrics.
* Utilize Microsoft Excel, Word, Outlook, and business reporting tools effectively.
* Ensure compliance with company policies, procedures, and documentation standards.
* Present reports and recommendations to management when required.
⸻
Leadership & Team Development
* Lead by example and maintain a professional work environment.
* Support the recruitment, onboarding, training, and development of customer-facing employees.
* Help build a high-performance culture focused on customer satisfaction, accountability, teamwork, and results.
* Assist management in implementing operational improvements and best practices.
* Contribute ideas and initiatives that add value to the company and support long-term growth.
⸻
Qualifications & Requirements
* Minimum 3–5 years of experience in a customer-facing leadership, service management, customer relations, account management, business development, or operations role.
* Proven track record of achieving and exceeding sales and revenue targets.
* Strong customer relationship management and commercial skills.
* Excellent communication, negotiation, and interpersonal abilities.
* Strong leadership, organizational, and problem-solving capabilities.
* Proficiency in Microsoft Excel, Word, Outlook, and professional reporting.
* Ability to work under pressure and manage multiple priorities.
* Professional appearance and business etiquette.
* Fluent in English; Arabic is an advantage.
* UAE driving license is preferred.
⸻
Preferred Experience
Candidates should ideally come from structured, customer-focused, and performance-driven organizations such as:
* Authorized automotive dealerships.
* Premium automotive service centers.
* Luxury automotive brands.
* Insurance companies.
* Hospitality and hotel operations.
* Aviation and airlines.
* Premium retail organizations.
* Customer relationship management, account management, customer success, or service operations roles.
Automotive experience is preferred but not mandatory. Candidates from other service-driven industries who demonstrate strong commercial acumen, leadership ability, customer service excellence, and a sales-oriented mindset are encouraged to apply.
⸻
Candidate Profile
We are not seeking a traditional Service Advisor from a small independent garage environment.
We are seeking a professional customer-facing leader who understands sales, customer experience, operations, reporting, team coordination, and business growth within a structured organization.
Automotive technical knowledge can be learned. Professionalism, leadership, customer service excellence, accountability, commercial awareness, and a proven ability to generate sales are essential.
Candidates with experience working within organizations that utilize KPIs, performance targets, CRM systems, operational reporting, customer satisfaction metrics, and structured processes will be highly regarded.
Experience exclusively within small independent workshops or non-structured garage environments may not be sufficient for this role unless accompanied by strong customer relationship management, sales, reporting, and leadership experience.
⸻
What We Value Most
The most important requirement for this role is the ability to generate sales, build customer relationships, lead by example, and consistently achieve performance targets while delivering exceptional customer service.
We can teach automotive knowledge.
We cannot teach professionalism, accountability, commercial mindset, leadership, integrity, and the drive to achieve results.
⸻
Key Success Indicators
* Monthly Sales Revenue Achievement.
* Gross Profit Achievement.
* Estimate Conversion Rate.
* Customer Retention & Repeat Business.
* Customer Satisfaction Score (CSAT).
* Workshop Utilization & Efficiency.
* Quality and Accuracy of Reporting.
* Contribution to Team Development and Business Growth.
Location
Challenger Y63 Garage LLC – Dubai, UAE
Reports To
CEO / General Manager
About the Role
Challenger Y63 Garage is seeking an ambitious, customer-focused, and results-driven Senior Service Advisor & Customer Relations Manager to join our growing team. This is a leadership position with a strong commercial focus, responsible for driving sales performance, managing customer relationships, coordinating with the technical team, and ensuring exceptional service delivery.
The successful candidate will serve as the primary link between customers and the workshop while playing a key role in revenue generation, customer retention, and business growth.
⸻
Sales & Business Performance (Primary Responsibility)
This is a sales-driven position. The successful candidate will be responsible for generating revenue, converting opportunities into sales, maximizing customer retention, and contributing directly to the growth and profitability of Challenger Y63 Garage.
Key Responsibilities
* Achieve and exceed monthly sales, gross profit, and customer retention targets.
* Convert customer inquiries, inspections, and estimates into approved repair orders.
* Maximize estimate approval rates and workshop utilization.
* Identify upselling and cross-selling opportunities while maintaining customer trust.
* Follow up professionally and consistently on quotations and pending approvals.
* Build long-term customer relationships that generate repeat business and referrals.
* Support marketing campaigns and convert leads into paying customers.
* Track personal sales performance and maintain accountability for individual and team targets.
* Continuously seek opportunities to increase workshop revenue and customer lifetime value.
* Contribute to the overall growth strategy of the business.
⸻
Customer Relationship Management
* Act as the primary point of contact for all customer inquiries, bookings, estimates, and service updates.
* Deliver exceptional customer service and maintain long-term customer relationships.
* Handle customer concerns, complaints, and escalations professionally and efficiently.
* Ensure a premium customer experience from vehicle drop-off to vehicle handover.
* Follow up with customers to ensure satisfaction and encourage repeat business.
* Maintain high customer satisfaction and retention levels.
⸻
Workshop Coordination
* Coordinate daily activities between customers, technicians, workshop management, and company leadership.
* Ensure repair orders, job cards, and estimates are completed accurately and professionally.
* Monitor vehicle progress and ensure timely completion and delivery.
* Communicate customer requirements effectively to the technical team.
* Ensure transparency and professionalism throughout the repair process.
* Assist in improving workshop productivity, efficiency, and customer experience.
⸻
Reporting & Administration
* Prepare daily, weekly, and monthly sales, operational, and performance reports.
* Maintain accurate customer databases and service records.
* Track KPIs, sales performance, estimate conversion rates, customer satisfaction, and retention metrics.
* Utilize Microsoft Excel, Word, Outlook, and business reporting tools effectively.
* Ensure compliance with company policies, procedures, and documentation standards.
* Present reports and recommendations to management when required.
⸻
Leadership & Team Development
* Lead by example and maintain a professional work environment.
* Support the recruitment, onboarding, training, and development of customer-facing employees.
* Help build a high-performance culture focused on customer satisfaction, accountability, teamwork, and results.
* Assist management in implementing operational improvements and best practices.
* Contribute ideas and initiatives that add value to the company and support long-term growth.
⸻
Qualifications & Requirements
* Minimum 3–5 years of experience in a customer-facing leadership, service management, customer relations, account management, business development, or operations role.
* Proven track record of achieving and exceeding sales and revenue targets.
* Strong customer relationship management and commercial skills.
* Excellent communication, negotiation, and interpersonal abilities.
* Strong leadership, organizational, and problem-solving capabilities.
* Proficiency in Microsoft Excel, Word, Outlook, and professional reporting.
* Ability to work under pressure and manage multiple priorities.
* Professional appearance and business etiquette.
* Fluent in English; Arabic is an advantage.
* UAE driving license is preferred.
⸻
Preferred Experience
Candidates should ideally come from structured, customer-focused, and performance-driven organizations such as:
* Authorized automotive dealerships.
* Premium automotive service centers.
* Luxury automotive brands.
* Insurance companies.
* Hospitality and hotel operations.
* Aviation and airlines.
* Premium retail organizations.
* Customer relationship management, account management, customer success, or service operations roles.
Automotive experience is preferred but not mandatory. Candidates from other service-driven industries who demonstrate strong commercial acumen, leadership ability, customer service excellence, and a sales-oriented mindset are encouraged to apply.
⸻
Candidate Profile
We are not seeking a traditional Service Advisor from a small independent garage environment.
We are seeking a professional customer-facing leader who understands sales, customer experience, operations, reporting, team coordination, and business growth within a structured organization.
Automotive technical knowledge can be learned. Professionalism, leadership, customer service excellence, accountability, commercial awareness, and a proven ability to generate sales are essential.
Candidates with experience working within organizations that utilize KPIs, performance targets, CRM systems, operational reporting, customer satisfaction metrics, and structured processes will be highly regarded.
Experience exclusively within small independent workshops or non-structured garage environments may not be sufficient for this role unless accompanied by strong customer relationship management, sales, reporting, and leadership experience.
⸻
What We Value Most
The most important requirement for this role is the ability to generate sales, build customer relationships, lead by example, and consistently achieve performance targets while delivering exceptional customer service.
We can teach automotive knowledge.
We cannot teach professionalism, accountability, commercial mindset, leadership, integrity, and the drive to achieve results.
⸻
Key Success Indicators
* Monthly Sales Revenue Achievement.
* Gross Profit Achievement.
* Estimate Conversion Rate.
* Customer Retention & Repeat Business.
* Customer Satisfaction Score (CSAT).
* Workshop Utilization & Efficiency.
* Quality and Accuracy of Reporting.
* Contribution to Team Development and Business Growth.
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