Handover Specialist at Al-Futtaim Automotive - BYD | Saudi Arabia

Company Overview

Founded in the 1930s, Al-Futtaim Group is a diversified and dynamic privately-owned business headquartered in Dubai, with operations in over 20 countries across the Middle East, Asia, and Africa. Employing more than 35,000 people, the group operates through five main divisions: automotive, financial services, real estate, retail, and healthcare. Partnering with over 200 global brands, Al-Futtaim is driven by its core values of respect, excellence, collaboration, and integrity, consistently enriching its customers' lives.

Role Summary

The Handover Specialist plays a vital role in the customer journey by ensuring the vehicle delivery experience is seamless, premium, and aligned with brand standards. This position is responsible for preparing vehicles, managing all handover documentation, and educating customers about their new vehicle's features, safety systems, and connected technology. Successful execution of this role directly impacts customer satisfaction, brand perception, and long-term loyalty.

Key Responsibilities

• Conduct structured, original equipment manufacturer (OEM)-aligned vehicle handovers, including demonstrations of all features, infotainment, and connected services activation.
• Tailor the delivery experience for VIPs, corporate clients, and loyal customers to elevate brand perception.
• Ensure vehicles are fully prepared for delivery, including completion of pre-delivery inspection, detailing, fuel or charging levels, installation of accessories, and proper presentation.
• Deliver a professional, engaging, and memorable handover that aligns with dealership and OEM expectations.
• Confirm accuracy and completeness of all delivery documentation such as vehicle registration, insurance, finance contracts, warranty, and service plans.
• Obtain all necessary customer signatures and compliance acknowledgments.
• Set up customer profiles in OEM systems, including mobile applications, connected services platforms, and digital tools.
• Adhere strictly to dealership procedures, Know Your Customer (KYC) requirements, and audit protocols.
• Educate customers on vehicle features, including advanced driver assistance systems (ADAS), infotainment, safety technologies, and connected services.
• Offer guidance on electric vehicle (EV) or hybrid battery management, charging methods, and range optimization where applicable.
• Explain routine maintenance schedules, service requirements, roadside assistance options, and aftersales contact points.
• Conduct post-handover test drives if needed to boost customer confidence and familiarity.
• Carry out follow-up calls within 1 to 3 days after delivery to verify customer satisfaction and address any issues.
• Gather customer feedback to relay insights to sales, service, and pre-delivery inspection teams for ongoing improvements.
• Promote customer loyalty schemes, referral programs, and encourage reviews to enhance brand loyalty.
• Ensure flawless vehicle delivery to minimize any post-handover complaints or escalations.

Educational Qualifications

• Possess a diploma or bachelor's degree in Business Administration, Marketing, Hospitality, or a related discipline.

Experience Needed

• Have at least 1 to 2 years of direct customer-facing experience within the automotive sales, high-end retail, hospitality, or aviation sectors.
• Preferably possess prior experience in vehicle handover, sales support, or customer experience roles.
• Experience serving premium clients or handling luxury customer service is considered advantageous.

Technical Competencies

• Demonstrate comprehensive product knowledge including electric and hybrid vehicle technologies.
• Proficient with OEM mobile applications, infotainment systems, and connected vehicle platforms.
• Familiarity with customer relationship management (CRM) systems and dealer management systems (DMS) for managing documentation and customer data.
• Strong skills with Microsoft Office for reporting and administrative tasks.

About Al-Futtaim Automotive

Al-Futtaim Automotive is a leading automotive division within the Al-Futtaim Group operating across 10 countries in the Middle East, Asia, and Africa. Representing prestigious automotive brands such as Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo, and RAM, the company focuses on distribution, manufacturing, leasing, and aftersales services. Committed to customer-centric innovation and superior service, Al-Futtaim Automotive aims to lead in tailored mobility solutions through exceptional omni-channel customer experiences.

Supported by a team exceeding 9,000 employees, the company offers numerous opportunities for career growth and talent development.