Aftersales Field Operations Deputy General Manager
1 week ago
Position:
Aftersales Field Operations Deputy General Manager - (Middle East experience essential)
Department:
Aftersales
Function:
Field Force
Legal Entity:
NMEF
Location:
Dubai
Level:
Deputy General Manager
Direct Manager:
NMEF GM Aftersales field Force
Mission & Objectives
Lead Nissan aftersales business growth in all verticals (service, wholesale, commodities, etc) in all assigned dealerships
Consult and support Nissan NSCs in adopting plans to maximize customer satisfaction, revenues and profits
Be the main source of competitive information in the assigned markets through extensive Gemba (field) visits to NSC locations, competitors aftersales facilities, parts traders and fleet/government customers
Tasks & Responsibilities
Achieve parts channel sales objectives for assigned NSCs (parts, oil, battery, accessories, others) Achieve service KPIs for assigned NSCs (Customer Satisfaction, Service frequency, Parts/RO) Support the implementation of the yearly Business Plan BP with NSCs and follow up the progress monthly on all elements Support NSCs in developing and implementing yearly aftersales marketing calendar with clear ROI Support the implementation of Nissan Express Service in assigned markets Support Network Development in facilities planning and capacity planning Lead the digitalization of services at assigned NSCs (Online Booing, EVHR, Live repair updates and others) Support the implementation of Nissan Service MSRP and all new aftersales initiatives Act as the main point of contact for Nissan with NSCs senior management on all aftersales matters Lead (along with sales team) the implementation and promotion of Nissan Genuine Accessories in NSCs showrooms and service centers Support the development and implementation of targeted aftersales incentive programs Support NSCs to improve fleet and government aftersales revenues
Country Specifics
GCC, MED, CIS
KPIs
Service Retention:
Service Frequency score
Parts Sales Revenue:
Gross sales & channel sales (parts/UIO)
Accessory Sales:
Accessory Sales / NCS
CS Survey:
Overall Satisfaction % - F1
Background & Experience (years)
Specific Technical Skills
At least 10 years work experience in automotive aftersales business in the GCC/ME
Proven track record of success in managing NSCs / OEMs aftersales operation
Automotive Aftersales Business and Operations Management (Parts + Service)
Financial management
Customer Satisfaction PDCA Management
Automotive Technical Knowledge
Behavioural Competencies Required
Leader to deliver results
Customer Focus
Quality Focus
Relationship Building & Management
Communication with Impact
Efficient Planning & Organizing
Negotiation Skills
Minimum Education
Bachelor of Science in Automotive Engineering/ Business
Graduate (Masters is a plus)
Language Requirements
English (must)
Arabic (Strongly preferred)
Dubai United Arab Emirates
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