Services Director

Long Description

Job Summary

The role is responsible for the services management in after sales Operations division. This comprises the service center, the workshops, the spare parts warehouse, the dented sales and inventory, the after sales agreements with the vendors, as well as the services portfolio.

Job Responsibilities

•    Lead after sales service division + performance for No 1 electronics retailer in Kuwait (all categories) 
•    In depth experience managing after-sales services of consumer electronics products (Mobiles, Laptops, Televisions, White Goods, Small Appliances, Split & Central Airconditioning)
•    Enhance all elements of customer experience including delivery to target of turnaround time; quality of repair metrics; repeat repair + cancellation reduction; C360 SLA % breach reduction + NPS customer satisfaction scores. 
•    Reviewing + setting relevant KPI targets for team
•    Review + develop service proposition including regular analysis of local, regional + global best practice to launch differentiated + innovative added value services 
•    Responsibility to deliver budgeted service center revenue streams, + net profitability, as well as internal budget + reforecast process 
•    Work with internal + external teams to review + enhance current extended / accidental warranty proposition to deliver improved revenue + profitability 
•    End to end process mapping to improve efficiency, team productivity + cost management 
•    Management of spare parts process + warehouse, maximizing availability + requisite stock levels / delivery times 
•    Manage relationships + contractual terms with key external partners, insurance companies or reinsurers
•    Maintain accurate portfolio of all after sales agreements, negotiating improvements to new + existing service contracts 
•    Lead digital transformation initiatives in sync with digital, internal and 3rd party technology provider teams 
•    Lead coordination with internal stakeholders (retail operations; category; marketing; online; finance; contact center; delivery + installation) with all elements related to after sales portfolio 
•    Manage the dented products’ lifecycle & revenue (inbound, repair, sale, disposal), as well as expansion opportunities for dented product sale 
•    Enhance skills + capabilities of services team, including succession planning 
 

Candidate Requirements

Education
A University degree in Economics, or Business management, or Engineering, or Statistics/Maths, or Computer science, or Supply Chain management can accommodate the educational requirements of the role.

Experience
At least 3 years in a relevant role. Alternatively, strong stock management or process/engineering experience, or customer facing leading position can accommodate job requirements. Candidates from category management, supply chain, or services/customer facing / customer experience can be eligible as well. 

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

Regional Experience
Desirable, but not mandatory 

Computer Literacy
Proficient in the use of Microsoft Office.

Required Competencies
    Excellent analytical skills
    Excellent ability to comprehend workflows, understand gaps and provide solutions
    Excellent Skills to understand customer pulse when it comes to customer experience
    Excellent Verbal Communication Skills
    Excellent Negotiating Skills
    Excellent Listening
    Drive for Results
    Agile Learner
    Detail Oriented
 

Education