About the position
Our client, a leading automotive manufacturer seeks to appoint an experienced Regional Aftersales Manager to join their team.
The successful candidate will.
Act as the key link between dealers and the wider organisation on all After Sales matters
- Providing specialised consults to support the dealer network in achieving strategic growth, profitability, and customer-experience objectives.
- Overseeing performance, guide interventions, and strengthen After Sales capability across dealers.
- Delivering on KPIs covering customer experience, service quality, parts performance, training effectiveness, and overall, After Sales growth.
Minimum Requirements:
- National Diploma or Bachelor's degree in Business Management, Marketing, or equivalent
- 5+ years' experience in Motor Industry Sales, After Sales marketing, or Parts environment
- Retail automotive experience
- Automotive field experience in Service and Parts
- Experience with Service Core Process (SCP)
- Knowledge of Service and Parts, including technical applications
- Strong understanding of Dealer organisation structures
- Business acumen and understanding of financial principles
- Computer literacy
- Understanding of marketing and advertising principles
- Customer-centric operational knowledge
- Ability to coach and mentor
- Tolerance for stress and routine
Duties may include, but are not limited to:
- Contribute to the implementation of After Sales Strategic Focus Areas according to the annual After Sales Business Plan.
- Provide professional and specialised After Sales consulting services to defined / allocated region and Dealers.
- Manage the performance of own region's Dealers in the attainment of Customer Experience Management, Parts and Service Business Objectives.
- In consultation with Dealers, develop, implement and track own region's Dealers business plans to achieve critical targets in line with the After Sales strategy and ensure future market share growth.
- Maintain a roster for regular Dealer visits to ensure the review of relevant performance data with each Dealer and agree appropriate action to drive improvement in all areas of After Sales.
- Ensure the Dealer is fully operational as per requirements of the Franchise Agreement for all After Sales aspects including but not limited to all available electronic Parts & Technical systems, for e.g. ETKA, ElsaPro, IPartner, etc. and monitor all necessary training needs.
- Understand various company Policies which govern After Sales operations including but not limited to Service Core Process, Warranty, Service & Maintenance Plans, Parts Sales & Targeting, Group Standards for training for key personnel and Dealer Performance / Review processes.
- Together with the Dealer, assist in the resolution of escalated Customer complaints within the approved organisational structures.
- Monitor and advise Dealers on the parts ordering process ensuring adherence to company protocols and supporting Dealers in optimising parts sales and order patterns.
- Develop and maintain a good understanding of the respective markets within the context of the SA Motor industry (penetration, segmentation, pricing, competitor activity, trading methodologies, product strategies), to assist management and Dealers in their strategic planning.
- Identify specific marketing opportunities to drive adoption and success of the organisation's After Sales campaigns to enhance Dealer Awareness and Sales
- Ensure that the dealer supports company programmes, specifically in the purchase and sales of genuine parts and accessories, and training.
- Facilitate the relationship between dealership and the company by attending relevant meetings and handle conflicts arising to ensure that all business is conducted within the business' code of conduct.
- Liaise with the Training Academies to manage the Technical and Non-Technical line competency at the Dealer level.
- Participate in cross-functional workshops and/or projects as mandated for After Sales business continuity and improvements including but not limited to Warranty, Service Core Process (SCP), Dealer Satisfaction Index (DSI), Customer Experience Management (CEM), Training, Sales in After Sales.
- Work with cross-functional Field Force e.g. with Regional Sales Managers, Regional Business Managers and the Technical Field Force to ensure overall After Sales objectives are met.
- Where required; participate in the recruitment and selection of identified key personnel within Dealerships.
Desired Skills:
- Service Core Process (SCP)
- Retail Automotive
- After Sales Marketing
- Servicing Parts
- Field Service and Parts
Desired Work Experience:
