Bentley Area Aftersales Manager Jobs in Dubai – UAE at VOLKSWAGEN Group France
Title: Bentley Area Aftersales Manager
Company: VOLKSWAGEN Group France
Location: Dubai – UAE
Type: Full Time
1. Business Performance
Establish a high performance culture with Dealer partners & Authorised Repairers as regards their Bentley Business, through:
Establish Parts & Accessories Sales potential within each Dealer’s area of influence
Objective setting, performance measurement and initiation of actions to correct deviations.
Develop and produce KPIs of performance for Internal & Dealer follow up
Agree with each Dealer: the annual Parts & Accessories targets & establish opportunity of aftersales business potential within each Dealer’s Area of influence. (includes annual parts and accessory targeting process)
In conjunction with each Dealer and Dealer marketing manager (Bentley Motors), Develop an annual marketing plan and monitor & support implementation, and track outcomes.
Identify opportunities to grow segment 1, 2 & 3 service business.
Implement and develop with the central aftersales team ‘Service Packages’ for 1 to 5 parc in order to support New and Pre-Owned business.
Agree appropriate Dealer Customer Satisfaction Indicators, monitor and measure achievement.
The measurement of technical capability of the Authorised Repairer, which leads to training needs review and development planning
Develop and integrate the Business Development Plans to improve operational performance of the aftersales department in order to deliver customer service/satisfaction.
To coordinate actions under the aftersales critical alert process for handling serious customer concerns.
Support Technical Service Centre (TSC) and all Customer Relationship Managment (CRM) related personnel in coaching the Service Partner to effectively manage live customer issues and assisting in avioding costs.
To monitor the Customer Experience Measurement (CEM) process, agree corrective actions to address areas of identified improvement. Formal planning and review process documented for follow up and conclusion.
To complete any other activity or Project work, commensurate with the grade, as directed within Region
3. Analysis and Understanding
To thoroughly review the Authorised Repairer’s business performance on a regular basis following a structured approach, all aspects of the Aftersales Operation to include:
CEM scores and actions
Business performance indicators
Premises and equipment
Processes (financial and administrative)
Effectiveness of strategies to optimise customer spend post sale
To use this information to fully understand where opportunities for improvement lie, and what the current obstacles are. Following on from this, agreeing and implementing actions arising.
4. Planning and implementation
To support the Authorised Repairer in producing structured realistic plans which address opportunities for improvement, such as:
Training plans for technical and customer facing teams
Aftersales marketing plans
Brand Standard audit action plans
To support the implementation of Corporate initiatives e.g. introduction of new corporate systems, incentive schemes, etc.
To support Corporate Marketing events.