General Manager - Value Added Services (Automotive)

Overview

The General Manager of Value Added Services (VAS) leads the strategic planning, development, commercialization, and operational execution of automotive value-added products and services. This includes a wide range of offerings such as extended warranties, service contracts, roadside assistance, vehicle accessories, protection plans, financial partnerships, subscription models, connected vehicle technology, customer loyalty initiatives, and other revenue-generating programs. The primary aim is to boost customer lifetime value, enhance profitability, improve retention, and deliver best-in-class ownership experiences across multiple automotive brands and channels.

Key Responsibilities

• Devise and execute the VAS business strategy consistent with corporate objectives.
• Identify, introduce, and manage new products and services that increase revenue and enhance customer satisfaction.
• Analyze market trends, competitor products, and new technologies to pinpoint expansion opportunities.
• Prepare annual business plans, budgets, and performance goals.
• Maintain high service quality standards and monitor customer service KPIs.
• Advance process improvements, automation, and operational efficiencies.
• Ensure adherence to manufacturer and regulatory standards.
• Forge and maintain partnerships with insurance companies, warranty providers, financial institutions, technology vendors, and service suppliers.
• Negotiate commercial contracts and oversee supplier relationships.
• Develop innovative automotive service revenue streams and lead related pricing, positioning, and market launch strategies.
• Manage financial aspects including P&L ownership, revenue growth, margin enhancements, and cost control.
• Conduct financial monitoring and implement necessary corrective measures.
• Oversee product lifecycle management ensuring continued relevance, competitiveness, and profitability.
• Lead customer loyalty and retention programs to boost lifecycle value and satisfaction.
• Drive sales strategies for VAS across dealerships, fleets, and digital channels; support dealer networks with sales enablement tools and training.
• Manage operational delivery ensuring quality standards and compliance.
• Lead the Electronic Vehicle Health Check (EVHC) processes regionally to improve completion rates and revenue conversion.
• Build and lead a high-performing VAS team fostering innovation, accountability, and continuous development.
• Ensure governance, regulatory compliance, and implement risk management for warranty, insurance, and service products.
• Track and report on KPIs including revenue growth, profit contribution, product attachment rates, customer retention and satisfaction, accessory sales growth, dealer participation, operational service levels, and financial performance.

Qualifications and Experience

• Bachelor's degree in Business Administration required; MBA is advantageous.
• A minimum of 12 years total professional experience with at least 5 years in a similar leadership role.
• Deep understanding of automotive retail and distribution, aftersales, warranty management, service contracts, vehicle accessories, customer relationship management, financial planning, digital mobility, and connected vehicle technologies.
• Fluent proficiency in English and Arabic, both written and spoken.