Consumer Relations Manager - Automotive Job Vacancy in Saudi Arabia
Posted date [2025-01-22]
(ID: 33218)
As a family-owned business, we take a long-term view in everything we do because we believe that sustainable success requires uncompromising commitment.
That’s the reason why some of the world’s most admired and innovative brands from the USA, UK, Japan, Sweden, France, Germany, and Switzerland—from sectors as diverse as automotive, retail, real estate, and finance—trust Al-Futtaim with their reputation and commercial success.... |
Consumer Relations Manager - Automotive
Riyadh, Saudi Arabia
Industry: Automotive
Function: Customer Relations
About the Job
Al-Futtaim Group is a leading diversified business group headquartered in Dubai, United Arab Emirates, with operations spanning across the Middle East, Asia, and Africa. Our Automotive division represents globally renowned brands, providing customers with exceptional service and innovative mobility solutions.
Role Summary
The Consumer Relations Manager is responsible for handling customer complaints, managing aftersales support, and collaborating with consumer protection authorities to ensure customer satisfaction and brand loyalty. The role requires a proactive and strategic approach to complaint resolution, goodwill management, and compliance with regulatory requirements.
Key Responsibilities
- Handle customer complaints effectively, ensuring all feedback is documented and investigated thoroughly.
- Manage customer cases within the system, following complaint-handling best practices.
- Conduct investigations into service issues, coordinating with service centers, technical advisors, and customers.
- Engage with dissatisfied customers to understand their concerns and provide solutions, aiming to convert up to 15% into satisfied customers.
- Raise goodwill requests for management approval, ensuring compensation is within approved limits.
- Liaise with consumer protection authorities, including the Ministry of Economy, Department of Economic Development, courts, police, and municipalities.
- Maintain relationships with government entities and educate consumer protection agents on brand warranty terms.
- Handle court reconciliation sessions and escalate legal matters to the legal department as necessary.
- Conduct road tests with customers and technical teams to verify concerns and ensure transparent service resolutions.
- Coordinate with internal teams, including warranty, service contract, and aftersales departments, to ensure seamless issue resolution.
Required Skills and Experience
- Bachelor\'s degree in business, customer service, or a related field.
- More than 4 years of experience in customer service, customer relations, or a similar role.
- Strong understanding of consumer protection laws and complaint-handling procedures.
- Excellent problem-solving, negotiation, and communication skills.
- Ability to analyze customer feedback and implement continuous improvement initiatives.
- Proficiency in complaint management systems (e.g., C4C).
- Experience working in the automotive industry is a plus.
What We Offer
- Competitive salary and benefits package.
- Opportunity to work with a leading automotive brand in a dynamic market.
- Career growth and development opportunities within Al-Futtaim Automotive.
- A collaborative and customer-focused work environment.
About Al-Futtaim Automotive
Al-Futtaim Automotive is a leading player in the automotive sector across 10 countries in the Middle East, Asia, and Africa. Representing top global brands such as Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo, and RAM, we focus on innovation, customer satisfaction, and quality service. Our mission is to drive the future of mobility by offering tailored solutions for all automotive needs.
If you have a passion for customer service and are ready to take on a challenging role in consumer relations, apply now to join our team in Riyadh, Saudi Arabia.
Riyadh, Saudi Arabia
Industry: Automotive
Function: Customer Relations
About the Job
Al-Futtaim Group is a leading diversified business group headquartered in Dubai, United Arab Emirates, with operations spanning across the Middle East, Asia, and Africa. Our Automotive division represents globally renowned brands, providing customers with exceptional service and innovative mobility solutions.
Role Summary
The Consumer Relations Manager is responsible for handling customer complaints, managing aftersales support, and collaborating with consumer protection authorities to ensure customer satisfaction and brand loyalty. The role requires a proactive and strategic approach to complaint resolution, goodwill management, and compliance with regulatory requirements.
Key Responsibilities
- Handle customer complaints effectively, ensuring all feedback is documented and investigated thoroughly.
- Manage customer cases within the system, following complaint-handling best practices.
- Conduct investigations into service issues, coordinating with service centers, technical advisors, and customers.
- Engage with dissatisfied customers to understand their concerns and provide solutions, aiming to convert up to 15% into satisfied customers.
- Raise goodwill requests for management approval, ensuring compensation is within approved limits.
- Liaise with consumer protection authorities, including the Ministry of Economy, Department of Economic Development, courts, police, and municipalities.
- Maintain relationships with government entities and educate consumer protection agents on brand warranty terms.
- Handle court reconciliation sessions and escalate legal matters to the legal department as necessary.
- Conduct road tests with customers and technical teams to verify concerns and ensure transparent service resolutions.
- Coordinate with internal teams, including warranty, service contract, and aftersales departments, to ensure seamless issue resolution.
Required Skills and Experience
- Bachelor\'s degree in business, customer service, or a related field.
- More than 4 years of experience in customer service, customer relations, or a similar role.
- Strong understanding of consumer protection laws and complaint-handling procedures.
- Excellent problem-solving, negotiation, and communication skills.
- Ability to analyze customer feedback and implement continuous improvement initiatives.
- Proficiency in complaint management systems (e.g., C4C).
- Experience working in the automotive industry is a plus.
What We Offer
- Competitive salary and benefits package.
- Opportunity to work with a leading automotive brand in a dynamic market.
- Career growth and development opportunities within Al-Futtaim Automotive.
- A collaborative and customer-focused work environment.
About Al-Futtaim Automotive
Al-Futtaim Automotive is a leading player in the automotive sector across 10 countries in the Middle East, Asia, and Africa. Representing top global brands such as Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo, and RAM, we focus on innovation, customer satisfaction, and quality service. Our mission is to drive the future of mobility by offering tailored solutions for all automotive needs.
If you have a passion for customer service and are ready to take on a challenging role in consumer relations, apply now to join our team in Riyadh, Saudi Arabia.
