Brief Role Description Deriving and implementation strategies geared towards retaining and attracting new customers to the Brand by ensuring the highest quality service, increasing customer retention and loyalty, conquest lost customers (win back strategy), increasing labour hours sold and parts turnover growth and overseeing and influencing Dealer Network participation, profitability and performance in underpinning the Aftersales strategy success and results. Possible Tasks within this Role Plan and achieve National After Sales objectives (Service Quality, After Sales Market Share Growth, Parts Turnover Growth, Dealer Satisfaction) in accordance with the After Sales policies and Business Plan for the Brand in South Africa Develop and manage team, operational and network initiatives and targets underpinning the strategy which are coordinated, clear, realistic, monitored and reported upon Secure effective Marketing and Advertising campaigns, promotion of sales, top Service Quality and Customer Satisfaction to increase loyalty and grow After Sales market share in line with After Sales targets (workshop throughputs, labour hours sold and Genuine Parts turnover) Liaise, strategise and work closely with Group Parts Supply Chain, Group Service and other key role players to ensure common purpose and the achievement of the strategic KPI's and performance target commitments Implement prescribed After Sales Programmes and monitor National Audits and Corrective Actions to achieve the required Service delivery outputs Develop and implement programmes and initiatives that will improve the Dealers capability and productivity in order to improve After Sales profitability and meet the set Service Total Cost recovery targets Manage the development of After Sales incentive programmes together with the Group Aftersales Field Operations Manager that assist in driving top performance and achievement of targets Maintain regular Dealer Network interaction in order to communicate operational and strategic aspects, support the building of a sound business partnering relationship and together with the Group Aftersales Field Operations Manager as half of the ONE. Aftersales Sales Operations team, leverage improved performance e.g. After Sales Road Shows, Dealer visits, Dealer focus groups, National Dealer Advisory Council and Sub Committee interactions etc. Qualification Requirements A recognized 3 year National Diploma / Bachelor's degree in Engineering/ Commerce Experience Required: A minimum of 8 years' working experience gained in the motor industry in following fields: Product Engineering Service Technical After Sales Retail Environment Customer Service Minimum of 5 years managerial experience. Essentials: Sound systems, processes and people management experience Ability to conceptualize and manage at a strategic level Mature leadership and people management skills Well-developed networking and internal/ external customer relationship managing skills Strong problem solving and ability to motivate, guide and steer direct reports Ability to listen and communicate effectively at all levels Ability to make quick and sound decisions Understanding of financial principles and business management practices Strength of character, confidence, determination, persuasiveness to conduct tough negotiations and facilitate change Added Advantages: Experience of all brands Ability to operate on own initiative and perform effectively under pressure to meet set deadlines Innovative, resourceful, action orientated and analytically minded Sound product and general technical product and systems knowledge Previous retail front-line experience
