Regional After Sales Manager

SUMMARY:
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POSITION INFO:

REQUIREMENTS

• Affirmative Action South African
• National Diploma/ Degree in Business Management, Marketing or equivalent
• Minimum 5 years’ experience in motor industry sales or after sales marketing environment or parts environment
• Knowledge of service and parts including technical applications
• Good knowledge of the dealer organization and structures
• Sound business acumen with understanding of financial principles
• Strong communication skills inclusive of engagement at all levels
• Experiences with Service Core Process (SCP)

RESPONSIBILITIES

To deliver specialised After Sales consulting services, driving the accomplishment of strategic After Sales goals within the Dealer Network. Monitor, guide, and proactively implement interventions focused on Dealer Growth, Profitability, Customer Experience Management, while ensuring After Sales proficiency within the Dealer network. Achieve KPIs related to Customer Experience Management, Dealer After Sales Growth and Profitability, After Sales Service Quality, Parts Performance, and After Sales training expertise. Serve as the liaison between the Dealer and broader GROUP on After Sales

• Contribute to the implementation of After Sales strategic focus areas according to the annual After Sales business plan
• Provide professional and specialised After Sales consulting services to defined/ allocated region and dealers
• Manage the performance of own region’s dealers in the attainment of customer experience management, parts and service business objectives
• In consultation with dealers, develop, implement and track own region’s dealers business plans to achieve critical targets in line with the After Sales strategy and ensure future market share growth
• Maintain a roster for regular dealer visits to ensure the review of relevant performance data with each dealer and agree appropriate action to drive improvement in all areas of After Sales
• Ensure the dealer is fully operational as per requirements of the franchise agreement for all After Sales aspects including but not limited to all available electronic parts and technical systems, e.g. ETKA, ElsaPro, IPartner etc. and monitor all necessary training needs
• Understand various group policies which govern After Sales operations including but not limited to service core process, warranty, service and maintenance plans, parts sales and targeting, group standards for training for key personnel and dealer performance/ review processes
• Together with the dealer, assist in the resolution of escalated customer complaints within the approved group structures
• Monitor and advise dealers on the parts ordering process, ensuring adherence to group protocols and supporting dealers in optimising parts sales and order patterns
• Develop and maintain a good understanding of the respective markets within the context of the SA Motor industry (penetration, segmentation, pricing, competitor activity, trading methodologies, product strategies), to assist group management and dealers in their strategic planning
• Identify specific marketing opportunities to drive adoption and success of group After Sales campaigns to enhance dealer awareness and sales
• Ensure that the sealer supports group programmes, specifically in the purchase and sales of genuine parts and accessories, and training
• Facilitate the relationship between dealership and group by attending relevant meetings and handling conflicts arising to ensure that all business is conducted within the group's business code of conduct
• Liaise with the training academies to manage the technical and non-technical line competency at the dealer level
• Participate in cross-functional workshops and/or projects as mandated for After Sales business continuity and improvements including but not limited to warranty, Service Core Process (SCP), Dealer Satisfaction Index (DSI), Customer Experience Management (CEM), training, sales in After Sales
• Work with cross-functional field force e.g. with Regional Sales Managers, Regional Business Managers and the technical field force to ensure overall group After Sales objectives are met
• Where required; participate in the recruitment and selection of identified key personnel within dealerships