Job Description

Roles & Responsibilities

Role Overview

As a Retail Operations Manager, you will assume full end-to-end leadership responsibilities for all dealership functions at our flagship location. As part of our Abdulla Al Masaood and Sons Motorcycles (Harley-Davidson) team in Dubai and Abu Dhabi, you'll work in an ONSITE environment, engaging daily with customers and driving results through hands-on operational leadership. You will manage key areas such as motorcycle sales, aftersales/service, parts, and motor clothes & merchandise. The role demands a commercially aware leader, adept at balancing brand integrity, customer experience, and profitability, while inspiring high-performance teams.

Responsibilities

Retail & Commercial Leadership
- Drive overall dealership performance, focusing on revenue, margin, cost management, and profitability.
- Ensure sustainable growth in motorcycle sales, service, parts, and motor clothes.
- Develop and deliver annual operating plans, budgets, and KPI targets across all dealership departments.
- Consistently implement and uphold Harley-Davidson brand standards at all customer touchpoints.
Sales & Customer Experience
- Lead a premium, relationship-driven sales culture that reflects Harley-Davidson values.
- Champion superior customer journeys, from initial inquiries through long-term ownership engagement.
- Initiate and grow local rider communities, brand events, and customer engagement programs.
- Utilize CRM data for retention, loyalty, and maximizing lifetime customer value.
Aftersales Excellence
- Support service operations and ensure high standards in quality, efficiency, and customer satisfaction.
- Maximize workshop productivity, resource utilization, and technical expertise in partnership with the service manager.
- Maintain top-tier safety, compliance, and technical excellence standards.
Parts & Motor Clothes
- Drive performance in parts and merchandise via effective merchandising, inventory optimization, and promotions.
- Foster synergy between sales, service, and retail accessories offerings.
- Ensure Harley-Davidson s merchandising and brand presentation standards are met.
People Leadership & Culture
- Lead, coach, and develop a passionate, high-performing team.
- Nurture a culture of accountability, engagement, and pride among staff members.
- Identify, mentor, and support the growth of future leaders within the dealership.
- Promote a people-first, empowering, and supportive work environment.
Stakeholder & Brand Management
- Act as a senior brand ambassador for Harley-Davidson within Dubai.
- Work closely with group leadership, direct reports, and regional stakeholders.
- Ensure complete compliance with manufacturer standards, requirements, audits, and reporting frameworks.

Must have requirements

5-8 years of proven leadership experience in automotive or premium retail ideally motorcycles or luxury lifestyle brands.
Track record of managing full sales and aftersales operations.
Demonstrated commercial acumen with the ability to drive growth in a competitive, fast-paced market.
Experience managing multi-departmental teams and operations.
Solid exposure to manufacturer standards, performance frameworks, and audit compliance.

Nice to have requirements

People-centric leadership style with the ability to inspire, develop, and retain teams.
Passion for creating and delivering world-class customer experiences.
Confident, hands-on decision-maker with effective problem-solving abilities.
Excellent communication skills, building trust with staff, customers, and partners alike.
Deep respect for Harley-Davidson s culture, community, and values.

Retail Operations Manager Abdulla Al Masaood and Sons Group (AMS Group)

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