Aftersales Director

by Julia Hoh in Automotive
SINGAPORE
SGD 10k - SGD 12k

Introduction:

The Aftersales Director will be responsible for driving growth and providing focused leadership into establishing efficiencies and automation across all areas of Aftersales service provision, ensuring our customers are at the front on all decision making and receive exceptional levels of service, whilst maintaining growth margins. The job holder will possess strong Customer focus to provide excellent customer service but also be commercially minded and comfortable in a target driven environment.

Responsibilities:


 Overall aftersales management responsibility for the dealership operations and staff
 Safeguard short-term and long-term target turnover/results for the dealership: aftersales
 Supervise aftersales department
 Manage and steer employees in the dealership: aftersales
 Serve as a role for all managers and employee in the aftersales department

Responsibilities

KPIs  
Optimized levels of customer service to achieve a high Customer Satisfaction Index (CSI)  
Improved customer retention 
Maximized productivity and returns 
Accurate costs and profit performance managed by facts 
100% timely utilization and accuracy of after sales tool 
Spare parts and refurbishment stock management and availability 
Accurate parts and inventory forecasting and reconciliations 
Quality of Repair 
Quality of Data and Data reporting
Is in charge of making decisions concerning the dealership: aftersales
Is responsible for making decisions with far-reaching scope that are designed to safeguard process flow and quality
Has to make a large number of ad-hoc-decisions in day-to-day business

Manage the operations of the dealership: aftersales
Plans and forecasts budget
Identifies, assesses and initiates mid- to long-term dealership investments
Is responsible for sales, turnover and results on site
Plans range and product scope
Monitors the implementation of and compliance with dealer contract elements including Retail Standards and steers the exploitation of the bonus system
Guides the employees disciplinarily and functionally
Integrates external and internal services (e. g. financial services)
Manages the facility
Implements conditions grid
Represents the dealership on site

Sets targets for the dealership: aftersales
Ensures systematic market achievement by setting targets and making use of supervision tools (e. g. Sales Assistant)
Defines and implements targets independently with reference to key target values (turnover, budget)
Involves matrix functions (Sales, Aftersales and Commercial Department) and the owner

Searches for new opportunities: aftersales
Constantly observes the market
Constantly reviews both distribution channels and marketing measures
Develops and implements innovative sales and marketing strategies geared towards the local market whilst taking into account the cost effectiveness

Negotiates with internal and external partners
Internally negotiates with owner and employees and with relevant interface areas at head office (subsidiary)
Externally negotiates with customers, suppliers, authorities and principal

Cooperates with various functions
Cooperates with relevant matrix functions in the dealership (e. g. Commercial Department, Parts Sales Management, Service Management)



Requirements:

Minimum of a degree in a relevant field preferably within business/business management 
8 - 10 years of experience, 5 of which are in a similar position with a track record for strong leadership capabilities 
Demonstrated experience in the management of Aftersales Services department in a target driven role 
Experience in achieving against sales targets. 
Have a strong drive for results and the determination to deliver according to plan.  
Experience in implementing change and development of processes to increase efficiencies. 
Excellent communication skills able to interact on different levels of the organization.  
Strong mindset for meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality  
Have an inquisitive mind with a keen eye for detail and will strive for world class performance, promoting innovation and teamwork. 
Passion for social enterprise, development of people and environmental benefits 
Repair Operations experience highly desirable.  

Julia Hoh

Julia Hoh

For more information about this job opportunity please contact our consultant.

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