Regional Aftersales Manager

Regional Aftersales Manager – Midlands –
Salary - Competitive
Company Car –
Extensive Benefits Package
- Our client, a leading Automotive OEM, has the requirement for an experienced Regional Aftersales Manager to cover the Midlands region for their retailer network. The role will cover cities within the North West of England. The brand is growing at an exceptional rate. Their Investor Network, Product range, Policies and Responsibilities are tracking incredible new car growth. This role will place a very high level of expectation on the successful candidate.

Dynamic business conditions and Investor expectations are intense and so the role will suit someone who can prioritise, adapt and remain calm under consistently high levels of pressure. You will come from a similar OEM role or having worked in a Retailer:
Group Aftersales Manager position. You will be required to travel within your Region and to our Business Head Office in London.
Responsibilities

Main Responsibilities:

1. Investor relationships
Develop robust relationships with your Region’s Retailers.

Your role will require you to manage and deliver elements which cover; reward, challenge and penalty. You will be a representative and ambassador for the Brands and, accordingly, will need to shoulder the responsibility of taking direct and decisive action.
We are currently interacting across the board within our Retailers. You will come into contact with every aspect of network operations and will need to adapt your dialogue accordingly.
2. Customer Experience
You will need to become directly involved in Customer cases and take ownership of the Customer journey. This will involve root cause understanding of vehicle/ownership conditions. The output of this knowledge will mean bringing Customer issues to a swift conclusion. There are no half measures here. Customer Experience, Dealer Management and Brand Reputation are critical metrics.
3. Technical Support & Warranty Claims:
Case Support
You will need to support our Technical and Warranty Teams with managing Dealer objections and time frames. You may be required to add elements of technical support and or warranty into your dealer visit agenda. You will not be required to have technical knowledge but, instead, the ability to qualify gaps and suggest solutions when required.
4. Dealer Audits
Frequent and planned dealer visits, which will measure our Network’s ability to deliver the optimum Customer Experience, will require you to travel extensively across you Region.
You will need to manage your time efficiently to ensure that dealer visits and individual/departmental administration are up-to-date. No excuses.
5. Performance Management
The brand does operate a Dealer Balance Scorecard (DBS) and has metrics within that will require your management and influence. The Customer remains at the core of our business and is measured and managed accordingly. Other Aftersales KPIs will be your responsibility and will need to show positive performance trends.
6. Brand Ambassador
You will be needed to attend and support Brand events during the year. These events may be outside your Region and could run outside of business hours.
KPI’s:
1. Customer Complaint Resolution
Your insight, management and decision making will be needed to bring Customer cases to a timely and ideal end. You are expected to take direct interest in and ownership of Customer/Dealer complaints.
2. Parts Sales Management
Various year-to-date and year-on-year parts targets will require you to manage reminder funnels and VHC processes to drive repeat and incremental parts purchases.
Returns will need to be measured and managed.
Policies and processes will need to be challenged and reviewed to ensure adherence to operating standards.
3. Dealer Balance Scorecard (DBS) Improvements
Rolling 3, 6, 9 and 12 month trends will become your core objective. Positive trends are there to be celebrated and maintained. Negative KPI performance must be measured, qualified and stabilized.
DBS is in place to ensure that Customer Experience and Dealer Profitability are maximized. This element of your Regional Management role is your raison d'etre. Excellence will be rewarded at…