Head of Aftersales

About Legend Holding Group

Legend Holding Group, headquartered in Dubai, operates extensively across the Middle East and Africa in sectors including automotive, trading, energy, travel and tourism, and mobility services. The organization is committed to sustainability and innovation, aiming to integrate the physical and digital realms by leveraging data-driven intelligence under the values of Loyalty, Excellence, and Progress.

Role Overview

The Head of Aftersales will be responsible for leading and enhancing our multi-brand automotive workshop operations, focusing on luxury and premium vehicle lines. This senior position entails full responsibility over aftersales functions, encompassing workshop management, OEM relationships, warranty processes, customer satisfaction, and financial performance.

Primary Responsibilities

• Manage workshop operations across all locations to ensure smooth workflows, high-quality repairs, and strict adherence to OEM and brand standards.
• Lead diverse teams comprising service receptionists, technicians, parts staff, and quality control specialists, emphasizing superior servicing of luxury vehicles.
• Drive key performance indicators such as labor efficiency, bay utilization, first-time fix rates, technician productivity, and turnaround times.
• Develop, implement, and refine standard operating procedures for every workshop stage from vehicle intake to delivery.
• Act as the main liaison with OEMs to maintain compliance with operating standards and certification requirements, coordinating service campaigns, recalls, technical bulletins, and training initiatives.
• Ensure workshop facilities, equipment, and certifications meet evolving OEM demands.
• Manage all aspects of warranty claims, including submission, adjudication, reimbursement, and compliance audits; work to reduce claim rejections via precise documentation and improved diagnostics.
• Promote a customer-centric culture targeting luxury service standards, regularly monitor customer satisfaction metrics, and address escalated complaints balancing commercial and brand considerations.
• Oversee aftersales profit and loss, focusing on labor and parts revenue, absorption rates, and overall profitability while managing budgets and resource allocation effectively.
• Recruit, coach, and retain top talent across aftersales functions; foster technician certifications and continuous improvement cultures aligned with luxury and OEM standards.
• Ensure adherence to health, safety, environmental, regulatory requirements, maintain audit readiness, and comply with UAE labor laws and internal HR policies within workshop operations.

Qualifications & Experience

• Minimum of 10 years experience in automotive aftersales and workshop management with at least 5 years in senior leadership roles.
• Proven ability managing multi-brand dealership workshops, particularly involving luxury or premium vehicles.
• Expertise in OEM coordination, warranty claim administration, and compliance with workshop operational standards.
• Strong business acumen demonstrated by P&L management and driving profitability in aftersales departments.
• Comprehensive knowledge of the UAE automotive aftersales market and regulatory frameworks.
• Experienced in leading multi-disciplinary teams across several locations.
• Bachelor's degree in Automotive Engineering, Business, or a related discipline; Master’s degree or MBA is a plus.
• Fluency in English required; Arabic language skills are advantageous.
• UAE driving license preferred.

What the Role Offers

• A key leadership opportunity within a growing multi-brand automotive group in the region.
• Competitive salary package with performance-linked incentives.
• Chance to influence and expand the aftersales services for a wide-ranging luxury and multi-brand portfolio.
• Supportive and collaborative environment driven by strong leadership.