Ibrahim Khalil Salhien Email & Phone Number

Dubai, Ae

United Arab Emirates

Responsible for analyzing and evaluate the dealer network throughout the region for GM business including Chevrolet and GMC. Evaluating current facilities on right size and compliance to corporate standards, and identify with the dealer, locations of potential or redundant facilities to enable dealer market growth in line with targets. Supporting dealers, architects and contractors to make sure all facility constructions and materials meet GM specifications and standards. Further evaluation of competitor growth and locations within the market place, and support of blue printing efforts of key markets to make sure the network allows for a most suitable brand representation.Coordinating with contract maintenance in cooperation with the Legal department with all agreements to be updated, renewed and maintained in line with GM requirements.

United Arab Emirates

Responsible for identifying and leading initiatives that drive sales force optimization and increase the effectiveness of the sales organization. Acting as a change agent within the division and playing a critical role in a strategic transformation Project, to drive continuous improvement and establish best practices within the retail dealer network.

United Arab Emirates

Responsible for improving the entire Customer Experience for Automotive prospects and customers, with the aim of creating a World-Class, Shopping, Buying and Ownership experience, everyday!With a new generation of customers, and a change in the traditional form of shopping, this highly important role involves working closely with 15 GM dealers across the Middle East, bringing about a Cultural Change to create Customer Centric dealers, putting the customer at the center of everything they do.This change is achieved through extensive Training, Consultation, Standards Implementation, Mystery Shopping, Customer Satisfaction Surveys, and more.Responsible for improving the customer experience at every touch point, I am responsible for improving the following experiences:1. Online (Social & Dealer Websites)2. Digital (Smart phones, Tablet, PCs, In-Store Digital)3. Showrooms4. Service Receptions5. Parts ReceptionsFurthermore, this role also looks at improving CRM and Lead Management processes as part of the overal objective.

Dubai

Leading positive cultural change and effect business improvement by enhancing the quality of the customer ownership experience through assessing, introducing, implementing, monitoring and enhancing quality Customer Management best-in-class qualities and behaviors. Responsible and applicable to all dealerships in the Middle East (UAE, KSA, Bahrain, Lower Gulf, and the Levant) Successfully conducted Standards Assessments across Sales, Aftersales & CRM departments of GM dealerships with documented evidence & provide Standards Results output & score to the dealership & Field Team.Identifed Areas of Opportunity within the Dealership Operations.Development, enhancement and implementation of best practice policies and procedures.Conduct follow-up assessments on dealers below threshold.Ensure all facilities are coordinated and covered in a timely fashion by managing all necessary logistics.Aggregate scores by Dealer group, Region and Middle East Operation Head Office.Provide Best Practice examples and ‘How To’ guides to Field team & dealers seeking help in making improvements in their business operations.Update the Standards or processes when relevant to improve relevance to market conditions.Ensure Field Teams submit Action Plans in a timely manner.Ensure Field Team discuss the Standards on an ongoing basis by monitoring the Contact Report and outcome.

Responsibilities:Implementation of key Aftersales Customer Management and Parts initiatives. Responsible for changing the mind-set of GM dealerships to:•Approach the Service and Body Shops as business opportunities•Focus on improving Total Customer Experience•Focus on Customer Retention and Customer Pay growth•Owning the Dealer Service business as well as the Dealer Parts Retail business, with a focus on integration with the goal of improving customer retention. The role was focused on the following areas:Service Operations:Worked closely with Customer Management department to effectively implement initiatives addressing the 4 Ps: Product, Price, Promotion, and Point of Sale. Key areas being Menu Pricing, Scheduled maintenance and service lane programsConsulted with dealers on the growth of their service business, including but not limited to:•Customer Satisfaction initiatives•Customer retention initiatives•Customer pay initiatives•Total customer experience(appointments, same day delivery)•Service facility productivity, capacity and expansion•Ensured dealers offered a standardized Service Shop “Look and Feel” from an operational point of view.Parts Operations:Retail focus was on selling ACDelco and GM Parts through mechanical & body workshops, GM quick-service, across the retail counter to help insure parts sales targets were met and exceeded.•Ensured that the dealer had parts on the shelf prior to new vehicle launches.•Consulted and trained parts managers in the area of inventory management.•Supported Supply Chain team with the effective implementation of Retailer Inventory Management(RIM)•Worked together when necessary with IAM Area Manager to achieve common goals

•B2B Sales of GM & ACDelco Automotive Parts covering KSA, Kuwait, Bahrain, Jordan, Lebanon and Syria.•Managed relationships with Dealers & Parts Distributors and serve as a primary contact•Developed strategies and action plans to reach profits and sales targets•Implemented and supported sales campaigns together with the accounts for increased ACDelco aftermarket awareness•Managed distribution of tactical support funds•Benchmarked parts pricing versus market competition and take necessary action for ACDelco price re-positioning•Consulted with dealers & distributors on parts inventory management and actions to be taken•Conducted sales & product training sessions for distribution network•Supervised ongoing management of ACDelco advertising, sales promotion, and obsolescence accruals•Provided specific input for development and execution of annual business plan•Ensured strong distributor participation in published product programs and increased focus on ACDelco wholesale business development. •Worked closely with our parts central warehouse to manage issues on the operational side.

•B2B Sales of Websites, Web Hosting and Email Packages•Creation & Implementation of Marketing & Sales Campaigns•Creation & Implementation of Retention Initiatives•Team Leadership and successfully managed staff and team projects•Sales Development Process•Monthly Account Keeping & Submission of Quarterly Business Activity Statements

Mathematics & Computer Science, Management Science & Computing

Victorian Certificate Of Education