Services Director

The After Sales Service Manager is responsible for managing the services division within the After Sales Operations division. This encompasses overseeing the service center, workshops, spare parts warehouse, dented sales and inventory, after sales agreements with vendors, and the services portfolio. The role involves enhancing customer experience, optimizing service performance, and driving revenue streams.

Job Responsibilities:

1. Lead the after sales service division for the No. 1 electronics retailer in Kuwait across all categories.

2. Manage after-sales services for consumer electronics products, including mobiles, laptops, televisions, white goods, small appliances, split and central air conditioning.

3. Improve all aspects of customer experience, including turnaround time, repair quality metrics, repeat repairs, cancellation reduction, and customer satisfaction scores.

4. Set relevant KPI targets for the team and review their performance regularly.

5. Develop the service proposition by analyzing local, regional, and global best practices to launch innovative added-value services.

6. Deliver budgeted service center revenue streams and net profitability, while managing internal budgets and reforecast processes.

7. Enhance extended/accidental warranty propositions to improve revenue and profitability.

8. Conduct end-to-end process mapping to improve efficiency, team productivity, and cost management.

9. Manage spare parts process and warehouse, ensuring maximum availability and requisite stock levels.

10. Manage relationships and contractual terms with key external partners, insurance companies, or reinsurers.

11. Maintain an accurate portfolio of all after sales agreements and negotiate improvements to new and existing service contracts.

12. Lead digital transformation initiatives in collaboration with internal and external technology provider teams.

13. Coordinate with internal stakeholders on all elements related to the after sales portfolio, including retail operations, category, marketing, online, finance, contact center, and delivery/installation.

14. Manage the lifecycle and revenue of dented products, including inbound, repair, sale, and disposal, as well as expansion opportunities for dented product sale.

15. Enhance skills and capabilities of the services team, including succession planning.

Candidate Requirements:

• Education: University degree in Economics, Business Management, Engineering, Statistics/Maths, Computer Science, or Supply Chain Management.

• Experience: At least 3 years in a relevant role. Strong stock management, process/engineering experience, or customer-facing leading positions are also considered.

• Management Experience: At least 5 years of experience in leading a large team.

• Regional Experience: Desirable but not mandatory.

• Computer Literacy: Proficient in Microsoft Office.

• Required Competencies: Excellent analytical skills, ability to comprehend workflows and provide solutions, understanding of customer experience, verbal and negotiating skills, drive for results, agile learner, detail-oriented.