Ownership Solutions MEA Head
Consumer & Customer Care
Full Time
Dubai, United Arab Emirates
2019-03-07

Role Objectives: 
To drive Ownership Solutions strategy in the MEA cluster towards delivering simply outstanding consumer experience and deliver the ambitious targets on aftermarket business development.

Key Operational Responsibilities:
• To lead OS organizations across the Middle East and Africa cluster(Field Services, Contact Centers, Spares, Service Engineering and Aftermarket business development teams)
• To own OS P&L in the cluster and develop and implement OS product portfolio (Services, Spares and C&A)
• To secure a tight warranty cost control and support quality development
• To enhance internal consumer focus culture across the cluster
• To deliver very ambitious targets on consumer satisfaction. Net promoter score and consumer effort score.
• To implement/review/enhance field service and contact centre operations according to the sector business model strategy.
• To drive and deliver operational KPIs. 
• Drive the execution through the PGCE methodology. Organization, Processes, Capabilities, Governance and Engagement.  

Competencies needed:

• Graduation in business administration, engineering or similar required
• At least 7 years’ experience on consumer services and aftermarket business development in similar industries
• Proven leadership capabilities
• Previous experience on Contact Centers, CRM, Quality, Spares Operations and Field Operations is desired
• Fluent in English, Arabic desired.
• Good understanding of financials and P&L management
• Emotional intelligence to work under time pressure and stress

Soft Competencies:
• Consumer and Customer-drove
• Eagerness and ambitious for challenges and opportunities
• Agile
• Changemaker
• Excellent communication skills
• Leadership and ability to influence