After-Sales Area Manager
vor 4 Wochen
Role:
Reporting to the Field Operations Section Manager, the After Sales Area Manager is a field-based role responsible for the achievement of customer satisfaction, customer retention and part sales objectives.
The role holder will work closely with respective dealerships to implement Aftersales operational best practice, leading to business and profit growth for the Honda Switzerland (HME-CH) Dealer Network.
Understanding the dealer opportunity and current performance is of utmost importance in developing clear dealer action plans which should exceed both our customers’ needs and deliver the business area objectives.
The role holder is responsible for the delivery of all defined Aftersales business targets, through the implementation of the Aftersales operational programmes and standards, these targets include; Parts, Customer Satisfaction, and Retention products.
Main responsabilites:
Dealer management:
- Act as the key after sales interface between Honda and the dealers, building strong, supportive relationships in order to drive commercial results.
- Agree targets and action plans with dealers, monitor progress and provide guidance to ensure delivery in line with regional targets.
- Identify and meet training needs, either directly or through Dealer Development, to maximise commercial performance and promote brand image.
- Work with Dealer Development and Sales colleagues to assess candidate prospects for potential dealers, providing local after sales expertise to maximise commercial performance and minimise risk within the dealer network.
- Analysis and Achievement of parts, retention products, eVHC (Electronic health check) and PM (Periodic Maintenance) visit targets, with the implementation of countermeasures where required.
- Implementation of Honda eVHC into selected dealers, to maximise dealer upsell opportunities and implement best practices.
- Agree and implement measurable improvement plans with the Senior Dealership Management Team, using TQM (Total Quality Management) processes.
- Implementation and management of Aftersales Development Programme from start to conclusion.
- Ensure full Dealer adherence to all Aftersales Franchise Standards and Business Terms
Analysis and reporting:
- Carry out detailed dealer performance analysis and reporting to keep senior managers informed and to contribute appropriate recommendations that will improve business results.
- Use composite data and local market information to build a strong understanding of current performance, pre-empting and minimising negative impacts on Honda’s After Sales performance.
- Requirement to submit weekly forecasts versus set objectives and flexibility to respond to ad hoc reporting requests.
- Analysis and Achievement of aftersales CSI (Customer Satisfaction Index) Overall Satisfaction scores, with the implementation of countermeasures where required.
Internal Relationships:
- Build and maintain relationships with colleagues around the business in order to be aware of relevant issues and opportunities.
Customer service:
- May act as a point of escalation for customer problems in order to resolve issues and improve the customer experience.
Qualifications, skills and experience required :
- A wide knowledge of the After-Sales market.
- Experience in an automotive aftersales environment.
- Experience in Dealer service/workshop environment.
- High level of commercial interest is required, as role requires hands-on support of commercial business.
- Good knowledge of MS Office skills (especially Excel and PowerPoint).
- Good English skills are required (written & spoken) for international communications.
- Fluent in German and French
- Good communication and negotiation skills.
- Good time management skills and a flexible approach to work prioritization and scheduling
- Well organized and analytical skills to think effectively in a cross-functional manner.
- Ability to travel within Europe required.
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