Job description

Overview Of The Role:

• The Head of Subscription supports the General Manager for Hertz and MOOV in overseeing daily operations, ensuring smooth and efficient service delivery, customer satisfaction, and business profitability. This role is pivotal in managing staff, fleet operations, financial performance, and customer service while maintaining compliance with company policies and industry regulations. Success in this role requires effective leadership in managing direct reports, fostering growth, and maintaining high service standards across all displays.

What You Will Do:

Operations Management

• Assist in managing daily monthly subscription operations, ensuring efficiency and adherence to company policies.
• Monitor fleet availability, maintenance schedules, and vehicle utilization to maximize revenue.
• Oversee compliance with safety standards, insurance policies, and regulatory requirements.
• Implement process improvements to enhance operational efficiency.
• Turnaround Time (TAT): Time taken to prepare and rent out returned vehicles.
• Fleet Availability: Ensuring the right vehicles are available at peak times.

Customer Service & Satisfaction

• Ensure a high level of customer service is provided at all rental locations.
• Handle customer complaints and disputes, ensuring swift resolution and customer retention.
• Monitor customer feedback and implement service enhancements.
• Train staff on customer service best practices and brand standards.
• Net Promoter Score (NPS): Measures customer satisfaction and loyalty.
• Customer Retention Rate: Percentage of repeat customers.

Financial & Business Performance

• Financial planning, budgeting, and revenue management.
• Analyze performance metrics, including revenue, fleet utilization, and operational costs.
• Assist in developing pricing strategies and promotional offers.
• Work on cost control initiatives to improve overall profitability.
• Revenue Growth: Year-over-year or month-over-month revenue increase.
• Fleet Utilization Rate: Percentage of cars rented versus available.

Staff Management & Development

• Manage and mentor employees, customer service representatives, contract management and operational staff.
• Assist in hiring, training, and performance evaluations.
• Develop staff schedules and ensure adequate coverage during peak times.
• Foster a positive work environment and promote teamwork.
• Employee Productivity: Measured by subscriptions processed per employee.
• Effective in setting priorities and scheduling activities.

Sales & Marketing Support

• Assist in implementing marketing campaigns and promotional initiatives.
• Develop partnerships to drive sales.
• Identify new business opportunities and contribute to growth strategies.
• Ensure sales targets and customer acquisition goals are met.
• Booking Conversion Rate: Percentage of inquiries converted into rentals.
• Upselling & Cross-selling Revenue: Additional revenue from upgrades, insurance, etc.

Compliance & Risk Management

• Ensure that all rental agreements comply with company policies and legal regulations.
• Oversee adherence to vehicle maintenance schedules and safety inspections.
• Implement policies to minimize risks, including fraud prevention and damage control.
• Compliance & Audit Score: Ensuring adherence to safety and legal regulations.
• Smooth functioning of the department delivering desired service and quality levels.

Skills

Required Skills To Be Successful:

• Strong customer relations and team building skills.
• Strong commercial acumen.
• Ability to maintain a good tracking system on applications for better management of business.
• Excellent communication, problem solving, and analytical skills.

What Qualifies You For The Role:

• University graduate.
• At least 5 years of experience in the customer service industry.
• General understanding of the car rental industry.
• Fluent in English and Arabic.