Branch Manager
- Dubai, United Arab Emirates
Posted 11 days ago
About the role
The Branch Manager is fully accountable for the day-to-day management of the branch and every job function operating within it — including detailing, paint protection and coatings, window tinting, vinyl wrapping, the paint shop and body shop, the service center, and the customer lounge and front-of-house team. This is a hands-on, single-point-of accountability role: the Branch Manager owns operational performance, staff management, customer experience, financial results, and compliance across the entire branch, and reports directly to the CEO on all aspects of the business.
Key Responsibilities:
1. Overall Branch & Operations Management
- Own the daily running of the branch, with direct oversight of every job function and department operating within it — detailing, PPF and ceramic coating, window tinting, vinyl wrapping, paint shop, body shop, service center, and the customer lounge/reception.
- Ensure every department works in a coordinated, cohesive workflow so vehicles move through the branch on schedule and to the expected quality standard.
- Plan and manage daily scheduling, bay allocation, and resource/staff deployment across all service lines.
- Ensure all work is carried out in line with brand standards (including XPEL certified-installer standards), SOPs, and manufacturer guidelines. Act as the final point of escalation for any operational issue arising in any function within the branch.
2. Staff & Team Leadership
- Directly supervise, coach, and manage all branch staff across every function — service advisors, technicians, detailers, painters, and support/lounge staff.
- Set individual and team targets, conduct performance reviews, and manage rosters, leave, and attendance.
- Identify staffing and training needs and coordinate recruitment and onboarding with HR.
- Build and maintain a high-performing, accountable, customer-first team culture across the branch
3. Customer Experience
- Own the end-to-end client journey — booking, drop-off, lounge experience, service updates, and vehicle handover.
- Personally handle escalated customer complaints and service recoveries.
- Monitor customer satisfaction, Google reviews, and loyalty programme engagement, and act on feedback.
4. Financial & Sales Performance
- Own the branch P&L — manage budgets, control costs, and drive revenue across all service lines.
- Track sales performance against targets, including upselling of services, packages, and the loyalty programme.
- Review and approve quotations, invoicing, and payment processes for the branch.
5. Inventory & Vendor Management
- Manage inventory of consumables and materials (PPF, wrap film, coating products, paint, spare parts) across all departments.
- Liaise with suppliers and vendors; maintain adequate stock levels while controlling wastage and cost.
6. Compliance, Safety & Quality Control
- Ensure the branch complies with UAE labor law, health & safety regulations, and internal company policy.
- Carry out quality-control checks and spot audits on completed work across every service line.
- Maintain required certifications and standards (e.g., XPEL Certified Installer status) across the relevant teams.
- 7. Reporting to the CEO
The Branch Manager is responsible for the daily activities of the company at branch level and must keep the CEO fully informed through structured, regular reporting:
- Daily Report — bookings, jobs in progress and completed, revenue, staffing/attendance, and any incidents or issues.
- Weekly Report — performance summary against targets, staff attendance and utilisation, ongoing issues, and key KPIs.
- Monthly Report — branch P&L, sales performance by service line, customer satisfaction metrics, and staff performance.
- Quarterly Report — strategic performance review, targets vs. actuals, and improvement/action plans for the following quarter.
- Present all reports directly to the CEO and attend regular performance review meetings.
8. Strategic Support
- Provide input to the CEO on pricing, promotions, and new service offerings.
- Support the CEO on strategic initiatives, including expansion plans or the rollout of new service lines.
Requirements & Qualifications
- Proven experience (5+ years) managing a luxury automotive service, detailing, or retail branch, with oversight of multiple departments/job functions.
- Strong leadership skills with a track record of building and managing high-performing teams.
- Excellent client relationship management and communication skills.
- Previous experience in a similar managerial role within the UAE market.
- Solid understanding of automotive service operations; experience with detailing, PPF, ceramic coating, body shop, or paint shop operations is highly preferred.
- Strong financial acumen, including budgeting, P&L ownership, and structured reporting.
- Comfortable preparing and presenting daily, weekly, monthly, and quarterly performance reports to senior leadership.
- Proficiency with reporting, CRM, or POS systems and standard office software (Excel in particular). English required; Arabic is an advantage.
- Valid UAE driving license preferred.
Key Skills
- Leadership & People Management
- Cross-Functional Operational Oversight
- Customer Service Orientation Financial Acumen & P&L Management
- Reporting & Analytical Skills
- Problem-Solving Under Pressure
- Multi-Tasking Across Departments
Education:
- Bachelor's (Required)
Experience:
- Automotive: 5 years (Required)
Language:
- English, Arabic (Required)
Work Location: In person