Manager, Retail Facility & Processes SEA II

Job Description - Manager, Retail Facility & Processes SEA II (MER0003FD2)

Group: Mercedes-Benz Group AG

Description

1. Leadership Responsibility on Malaysia and SEAII MAR20x and TEV Facility Development

• Support country ND team on Corporate identity (CI Standard) standards
• Facility Development (support country ND team in certification and construction projects)
• Support country ND for MSO/ND project tool submission and approval.
• Support country ND team in the functional layout design for existing Retailer outlet refurbishment or new retailership construction
• Consult country ND team on the application of the CI element, colours and materials.
• Coordination with internal parties (ND and BUs) and external architect on the design layout
• Submit the local drawings to Mercedes-Benz Real Estate (MBRE) / Appointed Local Concept Architect for their review. Act as the conduit in between MSO and ND country team to revise the drawings according to Mercedes-Benz specification. Thereafter, obtain the necessary approval for the facility projects.
• During construction, support retailers on any clarification on construction specification, materials and colours
• For Malaysia, conduct Pre-Opening Compliance Check (POCC) for new facility
• Management of monetary support / reimbursement to Malaysia retailers (if applicable)
• Status monitoring of Malaysia and SEAII facility projects
• Support the definition of operative standards and ensure retailers’ adaptation

2. Leadership Responsibility on Malaysia MAR20x/Facility Related Supplier Management and Export Support to SEAII Countries

• Malaysia & SEAII export supplier localization for MAR20x furniture, flooring and stone carpet, media and IT.
• Selection of vendor for CI Elements with approval of HQ and involvement of IPS
• Standard catalogue for spec/ materials, authorised suppliers and price
• Support Retailers in CI ordering and delivery from approved supplier

3. Leadership Responsibility on Customer Centric MAR20x Retail Processes Development and Implementation of MB Way

• Adaptation of central concept on MAR20x people and processes for retail and relevant MB Way implementation
• Localization of people and processes where deemed necessary
• Coordinate processes for respective retailers in SEAII
• Follow up and develop localized process with retailers

4. Leadership Responsibility on Malaysia and SEAII Sales CSI 5 Star Rater Management

• Support the definition and adaptation of HQ 5 Star Rater concept for Malaysia and SEAII rollout.
• Operative responsibility on CSI measurement (survey) and reporting
• Work with the agency to define the common reporting template for individual retailers (adapting central HQ template)
• Assist in monitoring survey quality (customer data input, reports, reporting timeline, analysis) for Malaysia
• Produce regular CSI report for Malaysia
• Assist country to analyze data anomalies and work with agency to investigate any dispute on the result.
• Responsible for Malaysia Retailer engagement and improvement workshop.
• Ad hoc support to the country for any specific request (for example, CSI result per retailership per sales person, survey resend to customers etc)
• Collate CSI best practices from the region

5. Leadership Responsibility on Malaysia Retail Consulting

• Operative responsibility on Retail Consulting implementation
• Work with the agency and internal business units to define KPIs and develop material to provide relevant consultation to retailers.

6. Leadership Responsibility on Mystery Shopping Implementation in Malaysia

• Operative responsibility on survey and reporting
• Align with respective business units and develop survey questionnaire with vendor.
• Assist in ensuring mystery shopper survey quality.
• Produce regular reporting for management review.
• Assist to analyze result anomalies if any and work with vendor to investigate any dispute on the result.
• Responsible for Malaysia Retailer engagement and improvement workshop.
• Ad hoc support to the country for any specific request (for example, CSI result per retailership per sales person, survey resend to customers etc)

7. Leadership Responsibility on Customer Registration Data Analysis

• Responsible to liaise with JPJ for data acquisition.
• Analyze registration data and identify strength as input for retailer performance management.

8. Leadership Responsibility on Malaysia Network Study

• Responsible to identify white spots and potential network optimization.

9. Leadership Responsibility on Yearly Retailer Plan

• Operative responsibility to develop a yearly development plan for retailers based on latest market development and individual retailer business performance.

10. Leadership Responsibility on Platinum Star Award

• Develop Platinum Star Award program mechanism and awards.
• Rollout to retailers.
• Regular result monitoring.
• Event organization.

11. Leadership Responsibility on Rollout of Digital @ Retail Initiatives

• Coordinate and manage all digital signages at retail outlets, ensuring RCPS content is played and no offline status.
• Ensure RCPS license is valid and renewed in timely manner
• Rollout of pilot Showroom Connect in Malaysia and Singapore
• Steer retailers to ensure utilization of Digital @ Retail tools at all outlets in Malaysia
• Produce regular reporting to retailers in Malaysia

12. Leadership Responsibility on Sustainability @ Retail Implementation in Malaysia

• Yearly C02 Footprint Measurement at Retail
• Coordinate and prepare quarterly ESG reporting to MSO
• Steer retailers to create awareness and implement energy-saving solutions, thereafter develop a solid Conscious Retail roadmap.

13. Support Malaysia Overall Charging Strategy

• Co-lead Charge @ Retail strategy in Malaysia
• Ensure all retailers obtaining necessary chargers license

14. Support SEAII MAR2020 Retail Format Adaptation and Agent Standards GB 2.5 Adaptation

• To define SEAII MAR2020 Retail Format in accordance to GB2.5
• To coordinate SEAII roll-out any new agent standards from HQ

15. Support Other ND Activities

• Agent Standards Audit, Retailer Meetings, Retailer Business Review, MSO reporting, Country Board reporting, special projects initiated by Malaysia or Regional Overseas etc

Qualifications

Bachelor Degree in Business/Marketing or relevant fields

Experience (type of)

• Experience in Automotive Business, Network Management, Corporate Identity and Facility Development

Specific Knowledge/Skill

• Flexible / Multi-tasking sensibilities. Able to employ multi-discipline approach: business, marketing, financial, legal
• Communication skills including soliciting buy-in, negotiation, and ability to manage confrontations on difficult issues.
• Able to adapt and deal credibly with cross-spectrum of people from front line staff to senior management.
• Good business acumen, ideally within automotive industry.
• Strong ability to execute and follow-through (personal energy and ability to energize others).