Service Reception Manager | Al-Futtaim Motors | Toyota

Job Requisition ID: 181777

About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Overview of the role

We are looking for an experienced Reception Manager to lead our automotive reception operations and ensure every customer receives professional, efficient, and customer-focused service.

In this role, you will supervise the reception team and Service Advisors, improve operational performance, and ensure vehicles are completed correctly and delivered within the promised timeframe. You will also promote high standards of customer service, safety, teamwork, and continuous improvement.

What you will do

• Lead and support Reception Hosts and Service Advisors in delivering an excellent customer experience.

• Ensure accurate customer and vehicle information is shared with the workshop to support the “Fixed Right First Time” objective.

• Monitor vehicle progress and ensure delivery within the agreed customer promise time.

• Conduct daily operational and feedback meetings to review expectations, workload, and performance.

• Track individual and team performance, including labour hours, sales, profitability, and customer service results.

• Ensure smooth shift handovers and maintain contingency plans for employee absence, leave, or training.

• Maintain a clean, safe, and professional working environment for employees and customers.

• Coordinate effectively between frontline and production teams to prevent delays and cost disputes.

• Coach, motivate, and develop the team through training plans, clear objectives, and regular performance management.

• Ensure compliance with departmental procedures, 5S, Kaizen, and Kodawari principles.

Required skills to be successful

• Strong leadership and people-management skills.

• Excellent verbal communication and customer service skills.

• Strong analytical, planning, and problem-solving capabilities.

• Ability to manage daily workloads, priorities, and operational performance.

• Customer-focused, organised, and results-driven approach.

• Strong teamwork and stakeholder-management skills.

• Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, Visio, and MS Project.

About the team

You will be part of the Al-Futtaim Motors service operation, working closely with Reception Hosts, Service Advisors, and the production team. The team is focused on delivering high levels of customer satisfaction, operational efficiency, timely vehicle delivery, and a professional customer experience.

What equips you for the role

• Diploma or degree in Mechanical Engineering

• At least five years of customer care experience.

• Previous experience as a Reception Manager or Service Advisor.

• Experience supervising customer-facing teams within a service-focused environment.

• Good understanding of automotive reception operations and customer service performance measures.

• A focused, analytical, task-oriented, and collaborative working style.
Al-Futtaim Automotive is one of the region's leading mobility businesses, operating across eight countries in the Middle East, Asia and North Africa.

With a portfolio of more than 25 world-leading brands, we deliver one of the region's most comprehensive mobility ecosystems.

Our capabilities span passenger vehicles, commercial vehicles and industrial equipment, backed by integrated logistics, leasing, aftersales and financial services that deliver a seamless customer experience across every stage of the mobility journey.

Our vision is to become a world-class mobility player, creating better experiences for our customers through innovation, digital transformation and a relentless focus on customer experience. We work alongside some of the world's most trusted automotive brands to shape the future of mobility, delivering solutions that meet the evolving needs of individuals, businesses and communities.

Behind everything we do is a team of more than 9,000 colleagues united by ambition, collaboration and a shared commitment to progress. Together, we're shaping the future of mobility, embracing new technologies and creating better experiences for our customers.  At Al-Futtaim Automotive, you'll be empowered to turn ambition into action and help move our customers, our business and your career forward.