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Duties / Responsibilities (Including Objectives of the role):
 The role is responsible for managing the dealer relationship and performance, specifically in relation to aftersales in the region they are responsible for. They will steer the aftersales processes, procedures and targets in the following areas of dealer performance: 360 analysis, dealer standards, business plan, service marketing and warranty audit.
  • Monitor and drive dealer performance in relation to customer satisfaction, service quality KPIs, dealer standards  and genuine parts & accessory purchase performance.
  • Implement service strategy, programs and processes as directed by the Aftersales Director.
  • Develop, agree and implement annual business plans and targets with dealers.
  • Follow up business plans to provide support and direction.
  • Ensure agreed activities and measures are documented and executed. 
  • Regular monitoring of service performance. 
  • Identify dealer staffs’ needs / requirements for technical & non-technical training. 
  • Manage customer complaints escalated by Customer Care Coordinator.
  • Management of business projects.
  • Monitor technical support requirements, direct focus/activities of technical support as appropriate 
The overriding challenge of the role will be to establish and agree a dealers suitability for our brand and to overcome any negativity of the past,  focusing firmly on the future. Excellent communication both verbally and written, and strong influencing skills are key requisites in the role.
This role must be able to monitor and manage the retail network in their region in relation to aftersales. They will have responsibility for their respective service marketing budget and will need to negotiate any over budgeted spend in aftersales.

 
Qualifications and Experience (Essential & Desirable criteria)
  • Knowledge of all relevant Aftersales processes. 
  • Experience working in an aftersales environment, preferably automotive.
  • Understanding of aftersales KPIs and influencing factors.
  • Understanding of technical and warranty processes.
  • A customer centric approach to every aspect of aftersales operations.
  • Excellent communication and influencing skills at all levels.
  • A natural sales ability to ensure dealer parts purchase targets are met.
  • Deliver on promises and commitments.
  • Field based with de-brief and direction meetings at HQ.