Standards & Performance Manager Jobs In Dubai Apply For Hilton UAE Careers 2024

Dubai
Permanent

About the role
The role of the Standards & Performance Manager is to implement and manage a robust process to track retailer business performance and ensure the retailer network meets the global standards expected by Lotus.

The representation of Lotus through our franchise network plays a critical role in the fulfilment of our commercial objectives. In turn, the network’s compliance to global standards, review of their performance and introduction of offer improvement and growth is vital.

You will have immediate & direct oversight of Standards & Performance across APAC, Middle East, Africa and India (currently 15 markets but with expected growth to 20+ markets in next 2-3 years).

Reporting to the Head of Network Development, but working closely with the Sales, Marketing, Network Development and Aftersales functions in both the regional and global offices on the following:

• Develop the Lotus global network standards to encompass all elements of the network’s commercial operations and introduce regional adaptions as appropriate.
• Develop the process, then coordinate and conduct regular audits of the dealer standards within the retail network.
• Study and report audit findings to relevant internal departments and detail and negotiate remedial action plans by location.
• Introduce a new mystery shopping programme.
• Define the structure and approach for performance related margins linked to commercial objectives across all departments.
• Implement and administer performance related margins programme across the APAC & MEAI region.
• Assist in the development and regional roll-out of the global dealer composites programme.
• Assist in the collation and review of the standards and performance linked requirements within annual network business development plans and track alongside contractual obligations.
• Track and record network fulfilment of business development plans.
• Alongside Regional Managers, Marketing and Aftersales departments, develop and negotiate annual retailer business improvement plans.

Key stakeholders

Internal Departments:

• Regional depts: Sales, Marketing, Net Dev, Aftersales
• Global Network Development, Sales Operations & Aftersales
• Finance, HR, Legal & Purchasing

External:

• MEAI Importer & Distributor Network
• Research, auditing, performance management and standards providers
• Composites providers

Knowledge, Skills, and Experience

Personal Profile & Behaviours

• The applicant must have strong interpersonal skills with all levels of management and directors in order to develop and influence the performance of the Lotus Importer and Retailer network.
• Both wholesale and retail motor industry experience necessary; experience of dealer processes and operations essential. Franchise network standards and performance experience critical. Proficiency in all Microsoft Office applications essential.
• Tight control of budgets.
• A self-starter, comfortable with regular interaction with the regional retailer network with the need for minimal day to day management.
• Must have complete commercial focus, with motor industry experience necessary. EV automotive experience & knowledge is a benefit, to support the continual transformation into our EV future.
• Engaging, personable, and remaining highly motivated in this diverse and dynamic role.
• Expected to operate within widespread time zones allowing business to be conducted between UK, UAE, China and APAC & MEA markets. Overseas travel to visit retail network across APAC MEAI.

Qualification & Experience:

• Bachelor’s Degree (or equivalent) in a business-related area, E.g Business, Marketing, Engineering, economics, commerce.
• Proven OEM automotive network Standards & Performance management experience is essential.
• In-depth understanding and background in network development in automotive Sales and Aftersales.
• Direct experience in developing and administering dealer standards across a franchise network.
• Experience in composites programmes, performance related margins, mystery shopping and network auditing procedures.
• Good presentation skills (written and verbal) and ability to use PowerPoint & especially Excel.
• Excellent interpersonal skills and ability to communicate effectively at various levels.
• Excellent planning skills with strong ability to think strategically.
• Strong and proven business acumen skills
• Good understanding of all Commercial organisation and business processes.
• Ideally has knowledge of local languages or willingness to learn.
• Strong desire to learn and progress.