CMC Motors Group continues to distribute leading brands of trucks, tractors and pickups across East Africa, its new Ford showroom in Nairobi delivering an enhanced customer experience
Keeping Industry Moving
For every direct job created in the automotive industry, at least another five indirect jobs are supported.
According to International Organisation of Motor Vehicle Manufacturers, the sector continues to serve as a vital employer and economic stimulator in every region of the world.
In East Africa, Kenya’s National Automotive Policy is seeking to transform the automotive industry into a significant GDP contributor by 2023, helping to generate employment and upskill large numbers of people across the country at the same time.
Indeed, if existing assembly capacity is maximised to 100 percent output, almost 80,000 jobs can be created by commercial vehicle assembly alone.
Enter CMC Motors Group Limited, part of the Al-Futtaim Group since 2014.
Present across Kenya, Uganda and Tanzania through a network of showrooms and assembly facilities, the company serves as the customer-facing distributor of several global automotive brands, including Ford, Mazda, Suzuki, Renault, UD, Eicher and New Holland.
Noel Mabuma is CMC’s CEO, and responsible for leading the firm towards its mission to provide exceptional customer experience by supplying an outstanding range of automotive cars and products with superior levels of sales and aftersales support.
And it is a service which he is determined to continue providing through challenging times surrounding the outbreak of the coronavirus.
“In response to the global outbreak of COVID-19, and in line with our commitment to the health and safety of our associates, customers, partners and their families, we at Al-Futtaim CMC Motors Group would like to reiterate that we are dedicated to continue serving our customers with the same level of quality they are used to,” he says.
“We are strictly adhering to the health and safety directives implemented by the local authorities and have so far taken necessary measures to protect all internal and external stakeholders against contamination.”
Mabuma is quick to praise the ongoing efforts of his employees, a team which he believes stands CMC apart.
The company is a keen adopter of the Talent for Growth agenda, a system made up of four verticals (attract, engage, retain and develop) highlighting an employee’s journey within a business that also aids in building a culture of meritocracy that values, recognises and rewards performance.
According to the CEO, clear performance goals and accountabilities are key components to employee engagement and delivering business results that are discussed on the onset.
“An organisation is only as exceptional as the people in it,” Mabuma says, “and to get exceptional people, an agile recruitment process is required. Critical stakeholder decisions are made by way of building, buying or borrowing to support the strategic direction of the business.
“Specific key performance indicators are derived for required roles with an intent to attract the right talent engaged. Upon hire, talent discussions commence whereby their aspirations and developmental gaps are identified and interventions are put into place to build leadership capability.
“Through forward-focussed conversations about our business, organisation, pipeline, succession and people, talent reviews guide the investments we need to make to ensure critical roles are filled with the right talent and the right capabilities at the right time.”
Fit for the future
This approach has enabled CMC to flourish ever since the company was established in 1948 as a Land Rover dealer in Kenya.
Today, it commands a solid presence throughout its home country and nearby Uganda and Tanzania, benefitting from the weight of its parent company Al-Futtaim Automotive Group which itself has more than 170 showrooms and 25 brands across the Middle East.
This is no better demonstrated than by a $3 million investment into a new Ford sales, service and spare parts facility in the industrial precinct of Nairobi, the Kenyan capital.
It was meticulously designed by local architects in collaboration with the American automaker to offer the most enhanced customer experience possible.
The site is the first showroom in Sub-Saharan Africa to implement the new Ford Signature facility standards with features such as the welcome pod with Ford Halo, curved light rafts amongst the display area and an iconic Ford entry tower.
“The five-metre front glass façade offers a clear product display and allows plenty of natural light,” Mabumaadds.
“The customer lounge offers a comfortable rest area with a view into the service workshop that enhances transparency of services.
The layout connects the showroom, retail parts counter and service reception, allowing for uninterrupted customer flow.
“This project was key for CMC Motors as a dealer of Ford, underpinning our commitment to the brand with a flagship facility to strongly showcase them in the region.”
Mabuma also reveals that this is not the only property development in the pipeline.
As well as the new Ford facility, CMC plans to refurbish branches across Kenya, Tanzania and Uganda, all in the aim of offering a modernised customer experience across the board. Two other sites in Kenya (Mombasa and Nakuru) have already been upgraded, and more will follow in the months ahead.
And the CEO reiterates the message made at the beginning – that CMC remains open for business and is doing all it can to help customers navigate through the uncertainty created by the COVID-19 pandemic.
For instance, all branches continue to be disinfected, with extra sanitisation of vehicles also taking place along with training for housekeeping staff. All guests will also be able to sanitise their hands on entering and leaving premises.
Mabuma concludes: “We encourage our employees and customers to refer to official sources to obtain information on the situation and abide by the guidelines set by the local health authorities in their effort to contain the outbreak. Stay safe and best regards.”