Senior Service Advisor Customer Relations Manager

Senior Service Advisor & Customer Relations Manager | Location | Challenger Y63 Garage LLC – Dubai, UAE | Reports To | CEO / General Manager | About the Role | Challenger Y63 Garage is seeking an ambitious, customer-focused, and results-driven Senior Service Advisor & Customer Relations Manager to join our growing team.

This is a leadership position with a strong commercial focus, responsible for driving sales performance, managing customer relationships, coordinating with the technical team, and ensuring exceptional service delivery. | The successful candidate will serve as the primary link between customers and the workshop while playing a key role in revenue generation, customer retention, and business growth. | Sales & Business Performance (Primary Responsibility) | This is a sales-driven position.

The successful candidate will be responsible for generating revenue, converting opportunities into sales, maximizing customer retention, and contributing directly to the growth and profitability of Challenger Y63 Garage. | Key Responsibilities | * Achieve and exceed monthly sales, gross profit, and customer retention targets. | * Convert customer inquiries, inspections, and estimates into approved repair orders. | * Maximize estimate approval rates and workshop utilization. | * Identify upselling and cross-selling opportunities while maintaining customer trust. | * Follow up professionally and consistently on quotations and pending approvals. | * Build long-term customer relationships that generate repeat business and referrals. | * Support marketing campaigns and convert leads into paying customers. | * Track personal sales performance and maintain accountability for individual and team targets. | * Continuously seek opportunities to increase workshop revenue and customer lifetime value. | * Contribute to the overall growth strategy of the business. | Customer Relationship Management | * Act as the primary point of contact for all customer inquiries, bookings, estimates, and service updates. | * Deliver exceptional customer service and maintain long-term customer relationships. | * Handle customer concerns, complaints, and escalations professionally and efficiently. | * Ensure a premium customer experience from vehicle drop-off to vehicle handover. | * Follow up with customers to ensure satisfaction and encourage repeat business. | * Maintain high customer satisfaction and retention levels. | Workshop Coordination | * Coordinate daily activities between customers, technicians, workshop management, and company leadership. | * Ensure repair orders, job cards, and estimates are completed accurately and professionally. | * Monitor vehicle progress and ensure timely completion and delivery. | * Communicate customer requirements effectively to the technical team. | * Ensure transparency and professionalism throughout the repair process. | * Assist in improving workshop productivity, efficiency, and customer experience. | Reporting & Administration | * Prepare daily, weekly, and monthly sales, operational, and performance reports. | * Maintain accurate customer databases and service records. | * Track KPIs, sales performance, estimate conversion rates, customer satisfaction, and retention metrics. | * Utilize Microsoft Excel, Word, Outlook, and business reporting tools effectively. | * Ensure compliance with company policies, procedures, and documentation standards. | * Present reports and recommendations to management when required. | Leadership & Team Development | * Lead by example and maintain a professional work environment. | * Support the recruitment, onboarding, training, and development of customer-facing employees. | * Help build a high-performance culture focused on customer satisfaction, accountability, teamwork, and results. | * Assist management in implementing operational improvements and best practices. | * Contribute ideas and initiatives that add value to the company and support long-term growth. | Qualifications & Requirements | * Minimum 3–5 years of experience in a customer-facing leadership, service management, customer relations, account management, business development, or operations role. | * Proven track record of achieving and exceeding sales and revenue targets. | * Strong customer relationship management and commercial skills. | * Excellent communication, negotiation, and interpersonal abilities. | * Strong leadership, organizational, and problem-solving capabilities. | * Proficiency in Microsoft Excel, Word, Outlook, and professional reporting. | * Ability to work under pressure and manage multiple priorities. | * Professional appearance and business etiquette. | * Fluent in English; Arabic is an advantage. | * UAE driving license is preferred. | Preferred Experience | Candidates should ideally come from structured, customer-focused, and performance-driven organizations such as: | * Authorized automotive dealerships. | * Premium automotive service centers. | * Luxury automotive brands. | * Insurance companies. | * Hospitality and hotel operations. | * Aviation and airlines. | * Premium retail organizations. | * Customer relationship management, account management, customer success, or service operations roles. | Automotive experience is preferred but not mandatory.

Candidates from other service-driven industries who demonstrate strong commercial acumen, leadership ability, customer service excellence, and a sales-oriented mindset are encouraged to apply. | Candidate Profile | We are not seeking a traditional Service Advisor from a small independent garage environment. | We are seeking a professional customer-facing leader who understands sales, customer experience, operations, reporting, team coordination, and business growth within a structured organization. | Automotive technical knowledge can be learned.

Professionalism, leadership, customer service excellence, accountability, commercial awareness, and a proven ability to generate sales are essential. | Candidates with experience working within organizations that utilize KPIs, performance targets, CRM systems, operational reporting, customer satisfaction metrics, and structured processes will be highly regarded. | Experience exclusively within small independent workshops or non-structured garage environments may not be sufficient for this role unless accompanied by strong customer relationship management, sales, reporting, and leadership experience. | What We Value Most | The most important requirement for this role is the ability to generate sales, build customer relationships, lead by example, and consistently achieve performance targets while delivering exceptional customer service. | We can teach automotive knowledge. | We cannot teach professionalism, accountability, commercial mindset, leadership, integrity, and the drive to achieve results. | Key Success Indicators | * Monthly Sales Revenue Achievement. | * Gross Profit Achievement. | * Estimate Conversion Rate. | * Customer Retention & Repeat Business. | * Customer Satisfaction Score (CSAT). | * Workshop Utilization & Efficiency. | * Quality and Accuracy of Reporting. | * Contribution to Team Development and Business Growth.