National Aftersales Manager

INEOS Automotive•Montvale, NJ

About The Position

The field team is responsible for direct dealer engagement; the National Aftersales Manager sets direction, manages performance and removes barriers. Working closely alongside the Head of Aftersales for the Americas, the National Aftersales Manager is responsible for the brand reputation management amidst internal and external customers as well as the customer journey and all aspects of service delivery, vehicle quality, aftersales network capacity management & development, warranty & goodwill management, service and recall actions and real-time monitoring of Grenadier customer satisfaction across the Americas Region. The scope of this role spans responsibility for all field and customer service functions related to aftersales and will encompass North American markets immediately, with expanding remit and responsibility for markets across Latin America and the Caribbean.

Requirements

First and foremost – the 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 while doing so.
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 essential
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 programmes informed by retailer/customer feedback and market data.
At least 10 - 15 years’ experience leading both a direct team and a matrixed organisation 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 optimise processes that maximise customer satisfaction, minimise warranty spend and optimise service levels to both the retail network and the end customer
Proven track record of developing and creating successful programmes leading to enhancement of upsell, customer paid and end-of-life retention – often running multiple concurrent programmes 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 programmes 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 a plus

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
Delivery of 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 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
Minimisation of Warranty expenditure through proactive engagement of both retail network and central HQ functions with fast identification and rectification of vehicle and systems issues
Creation of market-specific service programmes aimed at enhancing vehicle performance, customer satisfaction and customer retention
Delivery of effective service, parts and warranty training and accreditation programmes, including the implementation of I.T systems to improve dealer effectiveness and customer service
Management of 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 process and systems, working with the Head of Aftersales, to ensure proper utilisation 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 one’s, personal development schemes and mentoring & development opportunities