Handover Specialist | Al-Futtaim Automotive - BYD | KSA

Role Summary

The Handover Specialist owns the final and most critical moment of the customer journey — vehicle delivery — ensuring every customer receives a structured, premium, and brand-aligned handover experience.

The role is responsible for delivering a seamless transition from sale to ownership by ensuring vehicle readiness, completing all documentation, and educating customers on vehicle features, safety systems, and connected technologies. By delivering a memorable and professional handover, the Handover Specialist directly influences customer satisfaction (NPS/CSV), brand perception, and long-term customer loyalty.

This role plays a key part in converting a successful sale into a lasting customer relationship through exceptional delivery standards and post-handover engagement.

Responsibilities

Handover Experience & Delivery Execution

• Conduct structured, OEM-aligned vehicle handovers including full feature walkthrough, infotainment setup, and connected services activation
• Personalize the delivery experience for VIP customers, corporate clients, and loyalty customers to enhance brand perception
• Ensure vehicle readiness prior to delivery including completed PDI, detailing, fuel/charge level, accessory fitment, and presentation standards
• Deliver a professional, engaging, and memorable handover experience aligned with dealership and OEM expectations

Documentation & System Handover

• Verify all delivery documentation is complete and accurate, including registration, insurance, financing contracts, warranty documents, and service plans
• Capture all required customer signatures, acknowledgements, and compliance documentation
• Set up customer profiles within OEM systems including mobile apps, connected vehicle platforms, and digital services
• Ensure full compliance with dealership processes, KYC requirements, and audit standards

Customer Education & Product Familiarisation

• Educate customers on key vehicle features including safety systems, ADAS, infotainment, and connected services
• Provide guidance on EV or hybrid vehicle usage, including charging procedures, battery management, and range optimization where applicable
• Explain service schedules, maintenance requirements, roadside assistance, and aftersales contact points
• Conduct post-handover test drives where required to ensure customer confidence and familiarity with the vehicle

Customer Experience, NPS & Loyalty

• Conduct post-delivery follow-up calls within 24–72 hours to confirm customer satisfaction and address any concerns
• Capture customer feedback and share insights with Sales, Service, and PDI teams for continuous improvement
• Promote loyalty programs, referral opportunities, and customer reviews to strengthen brand engagement
• Ensure zero-defect delivery experience and minimize post-handover escalations

Requirements

Educational Requirements

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Hospitality, or a related field

Skills

Experience Requirements

• Minimum 1-2 years of customer-facing experience within automotive sales, premium retail, hospitality, or aviation sectors
• Previous experience in vehicle handover, sales support, or customer experience roles is strongly preferred
• Experience handling high-value customers and delivering premium service standards is an advantage
• Strong product knowledge across vehicle range, including EV and hybrid technologies
• Proficiency in OEM mobile applications, infotainment systems, and connected vehicle platforms
• Familiarity with CRM and Dealer Management Systems (DMS) for documentation and customer data management
• Strong Microsoft Office skills for reporting and documentation

About the Company

Why Join HealthHub?

We Hear Your Ambition.

For over 90 years, the Al-Futtaim Group has been bringing the world’s leading brands of lifestyle watches, cars, home furnishings and fashion to the UAE. The Group has now introduced a whole new way of holistic healthcare through HealthHub Clinics by Al-Futtaim, its multi-speciality chain of more than 20 clinics in Dubai with over 25 specialties offering the right combination of advanced diagnostics, proven medical expertise and specialised services.

What gives our clinics an edge is that as a part of the Al-Futtaim Group, you can expect world-class quality standards, with access to the best medical services and facilities within a healing environment. It’s a new way of healthcare that’s designed to meet a patient’s needs with a complete range of smart healthcare solutions. As testimony to this, only recently, we’ve earned a rare milestone of being the only primary healthcare network in the UAE to receive the Gold Seal by a reputed international body: Accreditation Canada.

As trusted partners to health, we at HealthHub Clinics adopt evidence-based learning that enables us to listen to our patients more carefully. It helps us in treating the cause and not just the symptoms, while applying global best practices to ensure quality of care for every family member. Most of all, we adopt a patient-centric approach to healthcare that is reflected in the promise of our core belief: “We Hear You.”

5-day working week