Aftersales & Network Development Director

We are hiring for an experienced Aftersales & Network Development Director for the Audi Brand at Volkswagen Group Middle East. In this role, you will be responsible for developing and implementing standardized processes to ensure efficient and profitable pre-sale and aftersales Parts & Service operations, while adhering to manufacturer policies. You will focus on achieving exceptional customer satisfaction and service quality at the retail and RSC levels in the Middle East markets, while meeting Parts & Accessory targets and managing the Audi Aftersales budget. Additionally, you will oversee the fulfillment of regional sales standards per the General Distribution Agreement (GDA), ensure all new and current facilities meet Audi brand requirements, and manage new Importer/Dealer contracts. You will also lead the GDA management process for existing dealers, guide the pitch process for new dealers, and serve as the primary point of accountability for the strategic direction, readiness, and rollout of electric vehicles and connected vehicle services in the region, ensuring synergies and efficiencies across the brands.

MAIN RESPONSIBILITIES

• Manage the total Audi After Sales functions, within the authorized dealer/ importer network in accordance with the company policies and procedures to contribute and achieve the company’s overall objectives of growth, profitability and excellence in customer service.
• Ensure requirements for service level agreement from Group Service are defined, negotiated and reviewed in a professional manner.
• Ensure all brands related requirements are fulfilled within the Middle East region in regard to dealer After Sales standards and performance requirements. This includes but not limited to CSS, LiS, Call centre, Training.
• Lead an After Sales team including performance appraisals, recruitment, personnel and organisational development as per company HR policies.

Aftersales Accountabilities

• Development and implementation of Audi After Sales strategies for the Middle East region including the definition of the key measures to achieve outstanding level of customer satisfaction.
• Development and participation of policies and After Sales programs.
• Development of incentive/promotional programs for Audi Parts & Accessories and Quality.
• Management of vehicle owner enquiries/complaints processes in conjunction with Customer Experience and Customer Care teams.
• Market analysis relating to new products or opportunities.
• Monitoring of warehouse and logistics KPIs including stock turns, outstanding supply rate and inventory in conjunction with Group Service team and highlighting of any impact on Audi KPIs and customer service.
• Negotiate and agree dealer parts & accessories purchase targets. Ensure adequate support to all partners in regard to technical support.
• Definition of Audi Aftersales Dealer Training requirements and communication to Group Service for planning.
• Monitor and improve all Audi After Sales procedures and processes.
• Develop reporting system for both dealers and VWGME for all responsibilities and accountabilities.
• Conduct and participate in regular Aftersales Conferences in the Middle East region.
• Ensure effective handling of product recall campaigns focusing on completion rates.
• Implement Aftersales Marketing Campaigns.
• Monitor and drive all relevant dealer KPI targets (eg Parts, Accessories, CSS etc).

Network Accountabilities

• Establish, develop and maintain an ideal network coverage and infrastructure with CI facilities.
• Develop and implement concepts to increase the network coverage in the Middle East in line with our growth brand strategy, incl. initiating, planning and monitoring building projects. Manage and support the network with management recruitment assessments.
• Establishing, maintaining and renewing dealer contracts (new Importer/Dealer contracts) for the region.
• Manage the new dealer pitch process including finding potential investors.
• Preparing the dealer network for the roll-out of electric vehicles including charging infrastructure set up, technical and non-technical training and set up to fulfil brand CI and operational standards.
• Development of prioritized roadmap and business cases for the setup and implementation of Connected Services within the Region.

KEY COMPETENCIES & QUALIFICATIONS

For you to be successful for this role, you must possess below attributes:

• University degree or equivalent job experience.
• A Masters degree holder will be preferred.
• 12 to 20 years of work experience within the Automotive Aftersales OEM industry including knowledge of dealership operations of which 5 years should be within the wholesale distributor environment.
• Professional presentation & the ability to communicate at top management level is a prime consideration together with tertiary training & management experience in Retail and/or Wholesale Aftersales as well as basic business management skills.
• Very strong communication and organizational skills.
• Ability to guide, motivate and develop people.
• Strong presentation and interpersonal skills.
• Proven professional and clear communication skills with multiple stakeholders.
• Familiar with Audi Brand and preferably Middle East Region.
• Excellent computer skills (i.e. Word/ Excel/ Power Point).