Aftersales Manager

Overview

Overview of the role:

• The primary focus of the role will be to drive the achievement of set targets, revenue, gross margin, Net Promoter Score (NPS), branch profit and loss, while managing the overall service center’s performance to consistently deliver seamless customer experience and ability to lead change processes and provide coaching and leadership.

What you will do:

• Drive branch performance for Chrysler, Jeep, Dodge, Ram to achieve sold hours target, revenue target, accessory, and sales recovery rate target
• Ensure and monitor optimal capacity of resources in the service center to deliver Total Quality Management and improve service retention
• Compliance with local Government and Principal Policies and procedures to minimize Operational Risk at the service center
• Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates
• Study and evaluate current customer verbatim to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies
• Conduct daily meetings with the Reception Manager/Supervisor, Workshop Manager and Parts team to align them on the targets and performance expectations
• Work with Human Resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce
• Effectively manage stakeholders through regular meetings to ensure corrective actions on issues pertaining
• Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc. for Management reporting
• Manage facility to comply with the Brand Corporate Image standards as well as HSSE standards
• Ensure 100% compliance with Standard Operating Procedures.

Required Skills to be successful:

1- Management of all Aftersales related activities
2- Stakeholder management
3- Supervisory Experience And Strategic Problem Resolution Skills
4- Proficient in Microsoft Office and ERP systems

About the Team:

• Reporting to the Dealer Principal and will work closely with the Aftersales team and the broader internal and external stakeholders.

What equips you for the role:

• Bachelors Degree or Diploma in Engineering, preferably Automotive or Business Management or equivalent
• 10 years overall experience with Automotive dealerships; of which a minimum of 5 years in Aftersales at managerial level
• Knowledge of Automotive dealer / distributor business processes
• Experience with American Automotive brands