Job Description

Introduction:

The Aftersales Director will be responsible for driving growth and providing focused leadership into establishing efficiencies and automation across all areas of Aftersales service provision, ensuring our customers are at the front on all decision making and receive exceptional levels of service, whilst maintaining growth margins. The job holder will possess strong Customer focus to provide excellent customer service but also be commercially minded and comfortable in a target driven environment.

Responsibilities:

\xef\x82\xa7 Overall aftersales management responsibility for the dealership operations and staff

\xef\x82\xa7 Safeguard short-term and long-term target turnover/results for the dealership: aftersales

\xef\x82\xa7 Supervise aftersales department

\xef\x82\xa7 Manage and steer employees in the dealership: aftersales

\xef\x82\xa7 Serve as a role for all managers and employee in the aftersales department

Responsibilities

KPIs

Optimized levels of customer service to achieve a high Customer Satisfaction Index (CSI)

Improved customer retention

Maximized productivity and returns

Accurate costs and profit performance managed by facts

100% timely utilization and accuracy of after sales tool

Spare parts and refurbishment stock management and availability

Accurate parts and inventory forecasting and reconciliations

Quality of Repair

Quality of Data and Data reporting

Is in charge of making decisions concerning the dealership: aftersales

Is responsible for making decisions with far-reaching scope that are designed to safeguard process flow and quality

Has to make a large number of ad-hoc-decisions in day-to-day business

Manage the operations of the dealership: aftersales

Plans and forecasts budget

Identifies, assesses and initiates mid- to long-term dealership investments

Is responsible for sales, turnover and results on site

Plans range and product scope

Monitors the implementation of and compliance with dealer contract elements including Retail Standards and steers the exploitation of the bonus system

Guides the employees disciplinarily and functionally

Integrates external and internal services (e. g. financial services)

Manages the facility

Implements conditions grid

Represents the dealership on site

Sets targets for the dealership: aftersales

Ensures systematic market achievement by setting targets and making use of supervision tools (e. g. Sales Assistant)

Defines and implements targets independently with reference to key target values (turnover, budget)

Involves matrix functions (Sales, Aftersales and Commercial Department) and the owner

Searches for new opportunities: aftersales

Constantly observes the market

Constantly reviews both distribution channels and marketing measures

Develops and implements innovative sales and marketing strategies geared towards the local market whilst taking into account the cost effectiveness

Negotiates with internal and external partners

Internally negotiates with owner and employees and with relevant interface areas at head office (subsidiary)

Externally negotiates with customers, suppliers, authorities and principal

Cooperates with various functions

Cooperates with relevant matrix functions in the dealership (e. g. Commercial Department, Parts Sales Management, Service Management)

Requirements:

Minimum of a degree in a relevant field preferably within business/business management

8 - 10 years of experience, 5 of which are in a similar position with a track record for strong leadership capabilities

Demonstrated experience in the management of Aftersales Services department in a target driven role

Experience in achieving against sales targets.

Have a strong drive for results and the determination to deliver according to plan.

Experience in implementing change and development of processes to increase efficiencies.

Excellent communication skills able to interact on different levels of the organization.

Strong mindset for meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality

Have an inquisitive mind with a keen eye for detail and will strive for world class performance, promoting innovation and teamwork.

Passion for social enterprise, development of people and environmental benefits

Repair Operations experience highly desirable.

Gemini Personnel