After Sales Manager (f/m/d) After Sales Manager (f/m/d) After Sales Manager (f/m/d)

Volkswagen AG

1d•Remote

About The Position

Oversees the process of compiling and analyzing after sales metrics, identifying trends and problems, communicating information to relevant groups, and recommending actions to improve financial performance for specific after sales organization. Implements the after sales strategy and ensures high performance and high levels of customer satisfaction.

Requirements

College/University degree in Business or related field, and/or equivalent working experience
3+ years of automotive experience
Foundational knowledge and understanding of dealership operations and financial statements
Strong written and verbal communication
A competitive, passionate and progressive approach with proven ability to be an effective business partner, leader, and collaborator
Strong industry and market knowledge, strategic orientation, and change management skills
Proven success in partnering at all levels of the organization, with ability to negotiate and influence to achieve results
Basic understanding of vehicle mechanical and technical systems
Ability to resolve difficult situations with dealers and customers through negotiations
Strong time management and computer skills
Fully remote, home based position
Flexibility for regular travel (roughly 75%) throughout assigned region; trips to corporate office in Ajax, Ontario as required; potential international travel to Europe and/or the USA

Responsibilities

Achieve Parts, Oil, Tires and Accessories revenues targets through dealer consultation, engagement and performance steering in purchase and sales initiatives
Achieve Active Car Park / Service penetration/retention targets through dealer consultation, engagement and performance steering in program and retail execution
Assess Customer Experience & Satisfaction (CXM, CSI) results and implement improvement actions at Region and Dealer level to ensure necessary achievement of objectives
Ensure Digital After Sales targets in areas of automated service requests activation, service lead conversion are achieved
Ensure Dealers fully participate in Audi and Group After Sales programs, including, but no limited to: Spring and Winter Booking, promotions, E-commerce, Auto Part, D2D, Wholesale Parts Portal, CollisionLink, tire programs, After Sales technical and non-technical training
Ensure Dealers fulfill Parts Purchase Loyalty requirements
Consult and implement core process execution and improvements at dealer level, including the successful implementation of Mystery Shop actions plans and achievement of Mystery Shop performance targets
Ensure dealers to actively participate in all Audi Canada Parts, Oil, Tires, Accessories and Service programs
Develop and implement effective tactical support programs or contests to achieve region objectives
Collaborate with Area Sales Manager and Retail Experience Specialists to ensure complete 360 approach across the full scope of business and customer experience deliverables 0within the region of responsibility
Develop 1- to 5-year business plans with Dealers and track related actions to steer performance to successful achievement, fully documented within our internal Contact Reporting Systems
Develop short-term performance improvement action plans with dealers and steer performance to implementation, fully documented within our internal Contact Reporting Systems
Evaluate and strategize on Dealer After Sales capacity planning which ensure required physical, personnel and process capacities to achieve parts and service targets
Provide input into regional dealer network development plan and support implementation
Be the primary dealer liaison for all After Sales communications between dealers and Brand
Monitors levels of achievement toward training objective for all After Sales dealer personnel
Supports warranty actions as required at dealer level
Supports Customer relations case management & department customer case handling, including support goodwill administration, Dealer utilization of program and decision-making as well as meeting with customers as required
Support execution of Ad hoc initiatives (ie: facility evaluations, customer readiness)
CADA: Be the primary representative on behalf of Audi Canada After Sales with your area dealers to maintain strong business relationship and continued investment into the Audi Brand
Key Business Insights: Be the primary source of insights and ‘pulse of the market in Canada’ to gather, report back to Audi Canada management/leadership on developing trends, market risks, expectations, to support the development and execution of national and regional initiatives/programs.

Benefits

Health Insurance Coverage: We offer comprehensive health, dental, and vision insurance, including a flexible plan to ensure employees and their families have access to quality healthcare tailored to their needs.
Health Spending Account: Extra support for your wellness needs.
Retirement Plans & Savings: We offer a competitive defined contribution retirement plan and a generous savings match to help employees prepare for their future.
Compensation: We recognize individual contributions and share company success through our Bonus & Merit Program, fostering a pay-for-performance culture.
Vehicle Leasing and Purchase Programs: Employees and eligible family members can lease up to four vehicles annually at discounted rates, providing convenience and cost savings.
Work Environment: Our facility inspires creativity and productivity, fostering an empowering hybrid work environment (where applicable) allowing employees can perform at their best.
Personal Days: We value work-life balance and offer personal days for your discretion, whether for personal reasons, recharging, or celebrating important holidays or events.
Volunteer Days: These days allow employees to support meaningful charities aligned with our values and social responsibility.
Company Designated Holidays: We recognize the importance of celebrating the holiday season with our team. Therefore, we reserve specific company holidays in December to ensure employees can enjoy the festivities.
Wellness Programs: We prioritize our employees’ holistic well-being through initiatives like discounted gym memberships and mental health resources to support physical, mental, and emotional health.
Tuition Reimbursement: Part of our commitment to employee growth, this benefit covers approved course expenses to support ongoing education and long-term career development.