Summary
Overview
Work History
Education
Skills
Training
Personal Information
Timeline
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HEMANSHU SHARMA

HEMANSHU SHARMA

Doha

Summary

Dynamic Group Aftersales Planning Manager at Jaidah Motors specializing in P&L management and KPI development. Demonstrated success in driving service revenue growth and elevating customer satisfaction through strategic initiatives. Skilled in cross-functional collaboration and continuous improvement, cultivating a high-performance culture that achieves measurable results.

Overview

17
17
years of professional experience

Work History

Group Aftersales Planning Manager

Jaidah Motors
05.2022 - Current
  • Developed and implemented aftersales strategies aligned with broader business goals, contributing to sustainable growth and operational excellence.
  • Monitored and improved P&L performance across the aftersales division, ensuring profitability and financial health.
  • Drove service and parts revenue growth through targeted customer retention programs, and strategic market penetration.
  • Enhanced customer satisfaction and loyalty through robust service recovery frameworks and structured feedback systems.
  • Promoted a high-performance culture emphasizing safety, accountability, and continuous improvement across all teams.
  • Defined and tracked KPIs on a daily and monthly basis, using data-driven insights to drive operational enhancements.
  • Led KPI analysis and collaborated with stakeholders to implement corrective actions and performance improvement plans.
  • Developed and executed an annual aftersales marketing campaign calendar tailored to key customer segments.
  • Led the formulation of a comprehensive three-year business plan, incorporating financial model enhancements, and measurable performance targets.
  • Owned the pricing strategy for service menu pricing (SMC) and spare parts to maximize competitiveness and profitability.
  • Spearheaded strategic business planning, performance management, and the delivery of initiatives to support customer segmentation and business growth.
  • Represented aftersales interests in cross-functional leadership forums and departmental briefings.
  • Managed major aftersales projects, including DMS implementation and alignment with OEM Continuous Improvement (CI) standards.
  • Oversaw production cost optimization across locations, focusing on resource utilization, and maximizing gross profit margins.
  • Improved workshop efficiency through analytics-based resource planning: bay utilization, technician productivity, and load balancing.
  • Partnered with CRM/MRS teams to achieve targets for appointment ratio, no-show reduction, and lost customer recovery.
  • Ensured full compliance with OEM standards and led action plans based on audit/evaluation results.
  • Collaborated with OEM partners to deliver innovative service offerings and customer-centric support programs.
  • Continuously tracked and reforecasted aftersales performance while proactively managing risk and identifying improvement areas.

Customer Service Manager

CEAT Tyres
03.2020 - 04.2022
  • Led the end-to-end product lifecycle management across multiple product lines, ensuring alignment with market needs and business strategy.
  • Provided continuous feedback on product performance benchmarks to the R&D and Marketing teams, supporting iterative product enhancements.
  • Managed customer complaints and warranty/technical claims, ensuring timely resolution and root-cause analysis to improve customer experience.
  • Developed and implemented a long-term service strategy, driving customer-centric initiatives in collaboration with field service teams.
  • Built strong relationships with large fleet operators and OEMs, delivering customized products and service solutions to drive brand leadership and customer loyalty.
  • Conducted comprehensive training programs on product knowledge, application-based selling, customer engagement, and tire care and maintenance.
  • Led process digitization initiatives, migrating key operations and customer service workflows to modern IT platforms for improved efficiency and data accuracy.
  • Spearheaded efforts to enhance customer satisfaction across dealer networks, OEMs, and end users through feedback-driven service improvements and quality programs.

National Service Manager

ARVAL INDIA – Automobile Leasing
10.2017 - 02.2020
  • Directed daily operations to ensure seamless delivery of all services under the Fleet Management portfolio, including SMR, accident management, relief vehicles, and supplier invoicing.
  • Successfully improved Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) through service quality enhancements and proactive customer engagement.
  • Reduced operational costs through supplier consolidation, strategic sourcing, and improved economies of scale.
  • Developed and executed short- and long-term strategic goals, aligned with corporate objectives, and customer needs.
  • Resolved customer complaints through structured processes and root cause analysis, enhancing long-term client relationships.
  • Fostered a high-performance culture by promoting positive employee morale, team motivation, and accountability across service teams.
  • Ensured profitability and efficiency by optimizing team structures and closely monitoring performance KPIs.
  • Led cross-functional collaboration with departments including Procurement, Finance, Technical, and Program Management to support major corporate initiatives.
  • Managed a multi-disciplinary Technical Services team, overseeing resource allocation, performance, and training.
  • Monitored cost implications of various service operations and implemented cost-control strategies to protect margins.
  • Drove supplier management strategies in alignment with company-wide sourcing and budget planning policies.
  • Oversaw the full Service, Maintenance & Repair (SMR) process, ensuring timely delivery, quality assurance, and minimal downtime.
  • Delegated and optimized team responsibilities to increase process efficiency and service delivery performance.
  • Controlled and minimized service/repair expenses while maintaining high standards of safety and reliability.
  • Ensured full adherence to communication and service protocols across all client touchpoints—booking, repair, replacement, and invoicing.
  • Provided management with comprehensive reports and insights, enabling informed business decisions on fleet service operations

After Sales Manager

OM Toyota (Toyota Dealer)
Jaipur
03.2017 - 09.2017
  • Planning and developing short and long-term goals and objectives annually, and submitting time projections to corporate management for approval.
  • Paying close attention to daily operations, recommending and creating improved courses of action where necessary.
  • Explaining the policies and procedures of the dealership to all employees and following up with employees to ensure that these issues are understood and followed.
  • Focusing on any customer complaints that department managers are unable to rectify and taking the necessary steps to resolve these complaints.
  • Maintaining an enthusiastic attitude to build positive employee attitudes and morale.
  • Coordinating regular meetings with the managers of each department to ensure their profitability and efficiency.
  • Overseeing the monthly financial statement to ensure it is complete, accurate and submitted on time to the management/dealership owners.
  • Process control by system implementation as per service assurance standards of OEM's.
  • Monitoring of customer complaints and closure.
  • Handling a team of Bodyshop Manager, Asst Workshop Manager, Service advisors and technicians.
  • Ensuring continued dealership profitability through correct loading of the workshop, based on service capacity and manpower productivity.
  • Attending service review meeting.
  • Implementing new schemes to improve service and revenue growth.

Business Intelligence & Marketing– After Sales Service & Parts

Al Futtaim Motors (Toyota & Lexus)
Dubai
04.2015 - 09.2016
  • Enhancement and support in further development of the parts pricing strategy to ensure optimal positioning and exploitation of market potential.
  • Establish regular and standardized sales analysis drill-down of the parts business and derive fields of action; follow up on the financial impact of measures and sales-push activities.
  • Professional processing and execution of all parts related Supported Business activities.
  • Plan, develop, implement and monitor Parts & Accessories initiatives/campaigns to increase parts sales.
  • Analysis, projection and implementation support for regional and market specific discount structure composition according to the set pricing strategy.
  • Develop and maintain parts cluster breakdown illustrations (i.e. Top-Flop, fast movers, focus parts, captive/competitive) relevant for Service and Parts proposition line-up and positioning.
  • Design & implementation through Dealer Channel of Aftersales Campaigns with clear value proposition and quality marketing content consistent with the brand, performance monitoring and driving achievement of Campaign targets of Revenue, Vehicle visits & Gross Margins through branch visits and review with branch managers/ teams.
  • New Business Development activities like promotional events, finance schemes, development of new products / services.
  • Trained new and existing staff on day-to-day operations and specific job duties.
  • Developed marketing strategies for customer acquisition and retention.
  • Sustained high level of customer satisfaction while striving to exceed sales and profitability goals.
  • Generating increased vehicle inflow at the dealership by various service marketing activities like service campaigns, parts campaign etc.
  • Follow the network on all the Quality & After-sale business KPIs (Parts, Customer Satisfaction, Recall campaign, Service Market share) and implement corrective actions, if needed.

Technical Executive EDER

Al Futtaim Motors (Toyota & Lexus) -
Dubai
09.2013 - 04.2015
  • Issuing and monitoring the implementation plan of the Special Service Campaign issued by TMC.
  • Assisting the dealers in conducting the service campaigns.
  • Assisting in the modernization of the dealership to improve processes and customer experience.
  • Conducting product evaluation on a request basis from TMC, and providing a technical report in the designated timeframe.
  • Conducting and concluding prototype part testing and part test requests by the principal.
  • Implementing a field fixes campaign to solve epidemic technical problems.
  • Arranging and conducting visits and surveys of TMC to ensure principal and distributor objectives are met.
  • Publishing technical information and service bulletins on the AFM Technical Intranet issued by TMC and AFM.
  • Providing assistance to branch and fleet customers regarding technical issues or queries for technical support.
  • Establishing, implementing, and coordinating technical helpdesk activity, ongoing.
  • Developing and improving systems and processes, along with an IT solution.
  • Planning, execution, and implementation of Global Techstream and TSI at all Toyota and Lexus branches.
  • Communicating technical queries to principals when required.
  • Reporting and publishing the feedback on the top five technical problems to TMC every month.
  • Maintaining and enhancing the technical intranet. Updating technical information, service bulletin.
  • Evaluating branch field technical reports on TMC criteria (quantity, quality, and speed).
  • Scheduling and executing training for technical reporting to the branches to improve the quality.
  • Planning and executing a technical seminar annually to provide dealer key personnel with technical and operational updates, and a platform for open discussion.

Technical Engineer

ISUZU Motors Middle East
Dubai
09.2010 - 09.2013
  • Evolved strategic plans, organizing, leading and controlling functions in various training programmes.
  • Attended technical trainings and conducting in-house trainings about ISUZU commercial vehicles in the training centre (Engine, Transmission, Brakes, Steering, Chassis, Common Rail, etc.).
  • Performed regular research and development activities on technical and non-technical matters.
  • Ensuring trained manpower at the dealership by providing training support and sending mechanics to the training center for recommended trainings.
  • Evaluated technicians for their technical skills & knowledge.
  • Maintained the technician data pertaining to the in-house training for all 13 Middle East dealers.
  • Build and pilot the training plan of the After-sales employees of the network, in relation with the training centre.
  • Frequently visited the dealer’s network to support their service team.
  • Evaluated technicians for their technical skills and knowledge.
  • Supervised & assisted technicians in providing technical assistance at the service centres in-lined with the company's vision of promoting total customer satisfaction.
  • Performed inventory and maintenance management of various service tools and equipment.
  • Successfully organized the ME-1 GRPX, Isuzu Technical Competition in 2011, 2012 & 2013 for Middle East region.
  • Member of panel of judges for the skilled technician competition.

Sales and Service Engineer

SSK Enterprises, Dubai, UAE : Rosenbauer Fire Fighting Vehicle
Dubai
08.2009 - 09.2010
  • Significantly contributed towards the client's shopping experience by proper handling of all store functions as well as personnel for obtaining maximum sales performance.
  • Successfully managed and performed the administrative as well as clerical support tasks.
  • Resolved customer queries and problems.
  • Established operational processes and organization standards to develop the efficiency and usefulness of allotted departments.
  • Supervised the every day operations of support services for the company.
  • Dedicated, solid record of attainments in getting the highest level of team and personal commitment to maintain and enrich the organization.

Service Advisor

Hemant Automobiles
Jaipur
08.2008 - 05.2009
  • Ensured achievement of monthly equipment reconstitution, maintenance, and inspection objectives.
  • Estimated the extent of work as well as the tracked prices of materials and part.
  • Checked the completed vehicle repairs for quality assurance.
  • Returned the unused and unserviceable repair parts for providing facility.
  • Investigated and determined local accessibility of essential repair parts.

Education

Masters of Business Administration -

IMT Dubai
01.2014

Bachelors - Automobile Engineering

University of Rajasthan
India
01.2008

Skills

  • Aftersales strategies
  • P&L management
  • KPI development
  • Business planning
  • Data analysis
  • Marketing of Service
  • Performance management
  • Customer relationship management
  • Continuous improvement
  • Budget preparation
  • Department oversight
  • Cross-functional collaboration
  • Relationship building
  • Revenue forecasting
  • Analytical skills
  • Employee development
  • Analytical thinking
  • Teamwork
  • Performance evaluations
  • Compliance standards
  • Customer Service & Retention
  • Forecasting and Cost Control
  • Marketing Intelligence & Pricing
  • Fleet Management
  • Warranty Management
  • Performance evaluations
  • Compliance standards
  • Customer Service & Retention
  • Forecasting and Cost Control
  • Marketing Intelligence & Pricing
  • Fleet Management
  • Warranty Management
  • Performance evaluations
  • Compliance standards
  • Customer Service & Retention
  • Forecasting and Cost Control
  • Marketing Intelligence & Pricing
  • Fleet Management
  • Warranty Management

Training

  • Sona Koya Steering System Ltd., Gurgaon, Steering System
  • Hemant Automobiles, Jaipur, Engine
  • ISUZU Motors Middle East, Engine, Drive-line, etc

Personal Information

Total Experience: 15+ years overseas and indigenous experience in servicing / revenue expansion with key focus on top-line and bottom-line profitability in diverse sectors

Timeline

Group Aftersales Planning Manager

Jaidah Motors
05.2022 - Current

Customer Service Manager

CEAT Tyres
03.2020 - 04.2022

National Service Manager

ARVAL INDIA – Automobile Leasing
10.2017 - 02.2020

After Sales Manager

OM Toyota (Toyota Dealer)
03.2017 - 09.2017

Business Intelligence & Marketing– After Sales Service & Parts

Al Futtaim Motors (Toyota & Lexus)
04.2015 - 09.2016

Technical Executive EDER

Al Futtaim Motors (Toyota & Lexus) -
09.2013 - 04.2015

Technical Engineer

ISUZU Motors Middle East
09.2010 - 09.2013

Sales and Service Engineer

SSK Enterprises, Dubai, UAE : Rosenbauer Fire Fighting Vehicle
08.2009 - 09.2010

Service Advisor

Hemant Automobiles
08.2008 - 05.2009

Masters of Business Administration -

IMT Dubai

Bachelors - Automobile Engineering

University of Rajasthan

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HEMANSHU SHARMA