Overview
Handover Specialist | Al-Futtaim Automotive – BYD | KSA Jobs in Saudi Arabia at Al Futtaim Group
Position 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.
Key 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
Title: Handover Specialist | Al-Futtaim Automotive – BYD | KSA
Company: Al Futtaim Group
Location: Saudi Arabia
