Regional Aftersales Manager

Regional Aftersales Manager required in Johannesburg.

Requirements:

1. Recognised 3-year National Diploma / Bachelor's degree in Business Management, Marketing or equivalent.
2. Minimum 5 years' experience in Motor Industry Sales or After Sales marketing environment or Parts environment.
3. Knowledge of service and parts including technical applications.
4. Good knowledge of the Dealer Organization and structures.
5. Sound business acumen.
6. Understanding of financial principles.
7. Strong communication skills inclusive of engagement at all levels.
8. Strong planning and organising competencies.
9. Strong problem-solving skills.
10. Sound negotiation and influencing skills.
11. Ability to coach, mentor and motivate.
12. Computer literacy.
13. Retail automotive experience.
14. Previous automotive field (service and parts) experience advantageous.
15. Strong affinity for customer centric focus.
16. Experience with Service Core Process (SCP).

Key Performance Areas:

1. Deliver specialised after sales consulting services, driving the accomplishment of strategic after sales goals within the Dealer Network.
2. Monitor, guide, and proactively implement interventions focused on Dealer growth, profitability, customer experience management, while ensuring after sales proficiency within the Dealer network.
3. Achieve KPIs related to customer experience management, Dealer after sales growth and profitability, after sales service quality, parts performance, and after sales training expertise.
4. Contribute to the implementation of after sales strategic focus areas according to the annual after sales business plan.
5. Provide professional and specialised after sales consulting services to defined / allocated region and Dealers.
6. Manage the performance of own region's Dealers in the attainment of customer experience management, parts and service business objectives.
7. 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.
8. 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.
9. 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 and monitor all necessary training needs.
10. Understand various company policies which govern after sales operations including but not limited to service process, warranty, service and maintenance plans, parts sales and targeting, group standards for training for key personnel and Dealer performance / review processes.
11. Together with the Dealer, assist in the resolution of escalated customer complaints within the approved structures.
12. Monitor and advise Dealers on the parts ordering process ensuring adherence to company protocols and supporting Dealers in optimising parts sales and order patterns.
13. 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 management and Dealers in their strategic planning.
14. Identify specific marketing opportunities to drive adoption and success of After Sales campaigns to enhance Dealer awareness and sales.
15. Ensure that the Dealer supports programmes, specifically in the purchase and sales of genuine parts and accessories, and training.
16. Facilitate the relationship between Dealership and company by attending relevant meetings and handle conflicts arising to ensure that all business is conducted within business code of conduct.
17. Liaise with the training academies to manage the technical and non-technical line competency at the Dealer level.
18. Work with cross-functional field force e.g. with Regional Sales Managers, Regional Business Managers and the Technical Field Force to ensure overall After Sales objectives are met.
19. Where required; participate in the recruitment and selection of identified key personnel within Dealerships.

Salary: R45 to R75 per month commensurate with qualification and experience + benefits.