Retail Operations Manager

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, youll 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.
  

• 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.
  
  

• 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.