National Aftersales Manager

INEOS Automotive•Montvale, NJ

About The Position

INEOS Automotive is building a world-class, no-nonsense 4x4 and has established itself as a serious contender in vehicle development and manufacturing. The Automotive team consists of around 1500 employees, 10 locations, and 44 nationalities, working internationally to challenge the ordinary. The field team is responsible for direct dealer engagement, and the National Aftersales Manager sets direction, manages performance, and removes barriers. Working closely with the Head of Aftersales for the Americas, this role is responsible for brand reputation management, customer journey, service delivery, vehicle quality, aftersales network capacity management and development, warranty and goodwill management, service and recall actions, and real-time monitoring of customer satisfaction across the Americas Region. The scope includes North American markets immediately, with expansion to Latin America and the Caribbean.

Requirements

Appetite and ability to thrive in uncertainty and create structure, clarity, and process where none exists, motivating and inspiring your team, colleagues, and business partners.
Bachelor’s Degree (Post-graduate degree a plus).
Experience within the automotive industry and demonstrated aptitude in service, parts, and accessories operations and distribution fields.
Proven track record (10 years) in an automotive environment, working and collaborating with retail networks, groups, investors, and Distributors.
Previous experience of creating and successfully delivering service and customer satisfaction strategies and retention-related programs informed by retailer/customer feedback and market data.
At least 10-15 years’ experience leading both a direct team and a matrixed organization of external stakeholders and agency partners.
Demonstrated experience in the creation, setting, and delivery of Aftersales targets, engaging a diverse group of partners to create, embed, and optimize processes that maximize customer satisfaction, minimize warranty spend, and optimize service levels to both the retail network and the end customer.
Proven track record of developing and creating successful programs leading to enhancement of upsell, customer-paid, and end-of-life retention – often running multiple concurrent programs across multiple channels.
A data-led network champion, capable of working at ‘eye level’ with partners at various levels within retail partner companies to understand local market situations and work to tailor processes and programs appropriately.
Very strong financial acumen and analytical ability, with a clear understanding of retail partner accounts, performance indicators, and drivers of performance.
Driven and motivated to create a high-performing, digitally-led Aftersales process and ensuring retail partner appreciation of and ability to leverage systems and processes to meet the expectations of the customer and continually improve engagement and satisfaction.
Exceptional communication, persuasion, and relationship-building skills and experience of working with and influencing senior stakeholders.
Strong business acumen and a good level of commercial awareness.
The skill and ability to develop, nurture, and cement constructive and mutually-beneficial relationships with external partners is paramount.

Nice To Haves

Post-graduate degree

Responsibilities

Drive fixed ops profitability across the dealer network, including service labor, parts, accessories, and F&I products, with clear targets at the retailer level.
Own and execute key aftersales programs including service marketing campaigns and customer retention initiatives.
Lead, develop, and performance-manage a team of Regional Aftersales Managers and Vehicle Support Engineers, with clear KPIs and regular structured coaching.
Deliver Regional Service Delivery, Service Quality, Parts Availability, and Customer Satisfaction (NPS) targets.
Act as the champion for vehicle quality, collaborating in real-time with dealers on product performance and quality issues, and acting as a conduit to HQ teams on continuous improvement.
Develop and agree service, parts, and accessories sales targets down to individual retailer level, aggregating plans up to market and then regional level, and managing performance to deliver targets.
Minimize Warranty expenditure through proactive engagement of both the retail network and central HQ functions with fast identification and rectification of vehicle and systems issues.
Create market-specific service programs aimed at enhancing vehicle performance, customer satisfaction, and customer retention.
Deliver effective service, parts, and warranty training and accreditation programs, including the implementation of IT systems to improve dealer effectiveness and customer service.
Manage multiple Roadside Assistance providers for the Region, creating monthly forecasts and predictions to ensure adequate coverage for the Grenadier vehicle parc.
Closely manage service, parts, and accessories processes and systems, working with the Head of Aftersales, to ensure proper utilization of service booking, parts ordering, and CRM tools.
Monitor and drive lead/prospect creation through the service process, identifying opportunities for up-sell and especially retention of in-life Grenadier customers, creating campaigns and promotions accordingly.
Lead and mentor the team of Regional Aftersales Managers and Regional direct reports to create constructive and healthy relationships with their network partners, driving towards effective service delivery across the network, positive NPS scores, high customer retention, and overall service, parts, and accessories profitability through setting ambitious but achievable targets.
Provide regular input and make specific recommendations in relation to service strategy, network standards, Customer Journey processes, and regional budgeting processes by collating and distilling market team feedback and presenting to the Regional EVP and Central teams.
Deliver a comprehensive, measurable customer journey built around retention and loyalty.
Lead, develop, and inspire the direct and matrixed team through one-to-ones, personal development schemes, and mentoring & development opportunities.