Aftersales Manager

Role Overview:

The Aftersales Manager will be responsible for driving the achievement of set targets – revenue, gross margin, Net Promoter Score (NPS), branch profit and loss, while managing the overall service center's performance to consistently deliver seamless customer experience.

Key Responsibilities:

1. Drive branch performance to achieve sold hours' target, revenue target, accessory and SMC sales, and recovery rate target in Sales Operations.
2. Ensure and monitor optimal capacity of resources in the service center to deliver Total Quality Management and improve service retention.
3. Compliance with local Government and Principal Policies and procedures to minimize Operational Risk at the service center.
4. Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.
5. Study and evaluate current customer feedback to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.
6. Conduct daily meetings with the Reception Manager/Supervisor, Workshop Manager, and Parts team to align them on the targets and performance expectations.
7. Work with Human Resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce.
8. Effectively manage stakeholders through regular meetings to ensure corrective actions on issues pertaining to:
   1. Distributor Department
   2. Customer Engagement Centre
   3. Customer Relations Department
   4. Vendors & Marketing team
   5. CRM; Business process and Mystery Shopping
9. Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting.
10. Manage facility to comply with the Brand Corporate Image standards as well as HSSE standards.
11. Ensure 100% compliance with Standard Operating Procedures.
12. Complete Brand integration and relationship management of all Aftersales related activities for aiding the growth of Aftersales volumes and margins for the branch.
13. Maintain the profitability of the dealership while controlling expenses and maintaining customer and employee satisfaction.

Required Skills:

1. Knowledgeable & experienced in all sorts of reports (SAP, Forecasts, Audits, HSSE report, Branch Audit).
2. Knowledge of Automotive dealer/distributor business processes.
3. Strategic problem resolution skills, ERP skills, ability to lead change processes, and provide coaching and leadership.

What Equips You For The Role:

1. 10 years overall experience with Automotive dealerships; of which a minimum of 5 years in aftersales at managerial level.
2. Bachelor of Engineering, preferably in Automotive or Business Management or equivalent.
3. Market awareness and understanding.
4. Good coordination and problem-solving skills.
5. Excellent communication skills, verbal, written and presentational.
6. Excellent Microsoft Office skills (Microsoft Excel).