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Regional After Sales Manager

2 months ago

Dubai, United Arab Emirates Brunel Full time

**About this role**
- To achieve markets After Sales objectives by following HQ/Regional After Sales guidelines and to find opportunities in term of dealers, customer base, market/network development.
- To manage Dealers’ Relationship and Performance.
- To steer Aftersales processes, procedures and targets in the respective markets in the following areas: Aftersales profitability, Dealer Standards, Business Plans, After Sales Marketing, Service Quality, Warranty coverage, Customer Loyalty and Satisfaction.
- Business Performance Management.
- Monitor and drive Dealer performance in relation to Aftersales profitability, Customer Loyalty at Service, Service Quality KPIs, Dealer Standards and Genuine Parts, Accessory and Brand Extension purchase performance.
- Develop, agree and implement annual business plans with Dealers including quantitative and qualitative targets such as purchase targets, investments, marketing plans and training paths.
- Follow up business plans to provide support and direction and ensure agreed activities and measures are documented and executed.
- Regular monitoring of respective markets’ performance vs plan documented through periodical documentation and action plans.
- Develop After Sales Business in current 13 dealerships in 8 markets and explore After Sales opportunity for 14th partner in 9th market (planned for 2023)
- Implement business projects, service strategies, programs and processes as directed by the Company.
- Improve structure of Company’s MEA After Sales with projects such as local Contact Centre, local Technical Support and other various supporting functions
- Ensure Dealers are equipped with recommended workshop equipment, minimum parts list and other operating standards minimum requirements.
- Monitor Technical Support requirements within markets and direct the focus and activities of Technical Support as appropriate.
- Assist with all warranty operations, ensuring that all policies and procedures are adhered to.
- Evaluate and manage Goodwill requests according to budgets and minimum requirements.
- Develop potential for extended warranty coverage in the markets to support Loyalty at service trends.
- Support in performing periodical Warranty Audits in conjunction to HQ requirements.
- Assist technical support in the effective handling of recall campaigns as required.
- Manage effectively critical repairs and legal cases in conjunction with dealer, technical support (HQ), legal department (HQ) and customer care (HQ+MEA)
- Implements service strategies (i.e.: maintenance packages, collision center network ) coherently with HQ and regional policies.
- Customer Care.
- Manage escalated customer complaints and coordinate follow up between Company’s MEA, technical support, customer care, legal department and departments and dealer as required.
- Monitor CSS status and score trend in the markets and develop action plans as required.
- Manage correct integration between local Contact Centre and HQ functions.
- Reduce Company’s risk of legal involvement in cases.
- Identify dealer staffs’ needs/requirements for Technical & Non-technical training.
- Follow up with dealers to ensure fulfilment of training plan and requirements.
- Identify opportunities for local training to support regional needs.
- After Sales Marketing.
- Identify market needs/requirements for After Sales specific actions and incentives to increase Customer satisfaction, loyalty at service, After Sales Business and dealer profitability at service.
- Follow up with Minimum After Sales Marketing requirements to guarantee adequate After Sales visibility in markets.
- Assist in definition and delivery of After Sales related conferences.
- Maintain communication links with Company & dealer network.
- Support Company’s MEA with local Company fleet (press vehicles).

**What you need to bring**
- Engineering / Business / Marketing University Degree.
- Experience within retail and wholesale environments within the group.
- Competitors analysis, price positioning, mark up definition.
- Able to work under pressure and to interface with major stakeholders.
- Proactive and autonomous Objectives fulfilment.
- Practical & Technical Knowledge.
- Fluency in English (written and spoken). Italian language is a plus.

Professional Bachelor

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