Requirements
Requires a Bachelor's degree in Business Administration (MBA preferred) and a minimum of 12 years of experience, with at least 5 years in a similar capacity. Must have high-level proficiency in English and Arabic, spoken and written. Experience in automotive retail, aftersales, customer retention, warranty administration, service contracts, vehicle accessories, CRM, financial planning, P&L management, digital mobility, and connected vehicle services is essential.
Description
The Job SummaryThe General Manager, Value Added Services (VAS) is responsible for leading the strategy, development, commercialization, and operational delivery of all automotive value-added products and services. This includes extended warranties, service contracts, roadside assistance, accessories, vehicle protection products, finance and partnerships, subscription services, connected vehicle solutions, customer loyalty programs, and other revenue-generating initiatives. The role is accountable for maximizing customer lifetime value, driving profitability, improving customer retention, and ensuring a best-in-class ownership experience across all automotive brands and channels.Key Responsibilities / AccountabilitiesSr #Technical / Job-Specific Competencies1Strategic LeadershipDevelop and implement the VAS business strategy aligned with corporate objectives.Identify and launch new products and services that generate incremental revenue and enhance customer satisfaction.Evaluate market trends, competitor offerings, and emerging technologies to identify growth opportunities.Create annual business plans, budgets, and performance targets. Maintain service quality standards and customer service KPIs.Drive process improvements, automation, and operational efficiencies.Ensure compliance with manufacturer standards and regulatory requirements.2Business DevelopmentEstablish partnerships with insurance providers, warranty administrators, financial institutions, technology providers, and service vendors.Negotiate commercial agreements and manage supplier relationships.Develop new revenue streams through innovative automotive service offerings.Lead product pricing, positioning, and go-to-market strategies.3Financial ManagementOwn the P&L for all value-added service products.Drive revenue growth, margin improvement, and cost optimization.Monitor financial performance and implement corrective actions where necessary.Prepare forecasts, business cases, and investment proposals.4Product ManagementOversee the lifecycle management of all VAS products.Ensure product relevance, competitiveness, and profitability.Manage product enhancements based on customer and market feedback.Develop bundled service packages that improve customer retention.5Customer Experience & RetentionDesign and implement programs that improve customer loyalty and lifecycle value.Increase retention rates through maintenance plans, extended warranties, and service packages.Monitor customer satisfaction metrics and implement continuous improvement initiatives.6Sales & Commercial PerformanceLead VAS sales strategies across dealerships, fleet channels, and digital platforms.Support dealer networks with sales tools, training, and performance management.Develop incentive programs to increase product penetration.Monitor conversion rates, attachment rates, and customer uptake.7Operations & Service DeliveryEnsure effective operational delivery of all VAS products.Maintain service quality standards and customer service KPIs.Drive process improvements, automation, and operational efficiencies.Ensure compliance with manufacturer standards and regulatory requirements.Own the Electronic Vehicle Health Check (EVHC) process across the region, driving completion rates, inspection quality, and conversion into VAS and service revenue.8Team LeadershipBuild, lead, and develop a high-performing VAS team.Set objectives and performance standards.Foster a culture of innovation, customer focus, accountability, and continuous improvement.Mentor managers and develop succession plans.9Governance & ComplianceEnsure compliance with all legal, regulatory, and manufacturer requirements.Manage risk associated with warranty, insurance, and service products.Develop policies, controls, and reporting frameworks.10Key Performance Indicators (KPIs)VAS Revenue GrowthGross Profit ContributionProduct Attachment RateExtended Warranty PenetrationService Contract PenetrationCustomer Retention RateCustomer Satisfaction (CSI/NPS)Accessory Sales GrowthNew Product Launch SuccessDealer Participation RateOperational Service LevelsBudget and P&L PerformanceEVHC Completion RateEVHC Conversion RateThe Job Profile1Educational QualificationsBachelor's degree in Business Administration; MBA is a plus2Professional Certifications3ExperienceMinimum 12 years experience out of which 5 years in a similar capacity4Essential Job Pre-RequisitesAutomotive retail and distribution operationsAftersales and customer retention strategiesWarranty administration and service contractsVehicle accessories and protection productsCRM and customer lifecycle managementFinancial planning and P&L managementDigital mobility and connected vehicle services5Languages ProficiencyHigh level English and Arabic proficiency, spoken and written