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Aftersales Manager | Al Futtaim Motors | Toyota & Lexus<\/p>\n
What you will do<\/p>\n
\u2022 Drive branch performance to achieve: Sold hours target, Revenue per order target, Accessory and SMC sales and Recovery rate target<\/p>\n
\u2022 Ensure and monitor optimal capacity of resources in the service centre to deliver Total Quality Management and improve service retention.<\/p>\n
\u2022 Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service centre.<\/p>\n
\u2022 People: Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.<\/p>\n
\u2022 Learning & Development: Identify Service staff training requirements to meet the positions objectives, Develop the quarterly training planning for the Service Department, Ensure the completion of the defined training planning according to AFG guidelines, Focus on team certification<\/p>\n
\u2022 Work with Human Resources to ensure the branch is always optimally staffed\/resourced with qualified and efficient workforce<\/p>\n
\u2022 Study and evaluate current customer verbatim to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.<\/p>\n
\u2022 Conduct daily meetings with the Retail Service Manager, Workshop Manager and Parts team to align them on the targets, performance expectations, plan and execute strategies.<\/p>\n
\u2022 Review the effectiveness of the agreed action plans implemented actions with a continuous improvement mind-set (PDCA cycle, Gemba, Kaizen). Implement, follow-up and sustain countermeasures<\/p>\n
\u2022 Marketing: Seamless execution of marketing activity at site. Also give regular input to central team on what is required for customer retention<\/p>\n
\u2022 Effectively manage stakeholders through regular meetings to ensure corrective actions on issues pertaining, but not limited to:Toyota Head office, Customer Engagement Centre, Customer Relations Department, Vendors, Marketing team, CRM; Business process and Mystery Shopping<\/p>\n
\u2022 Hold regular MFRs with Branch Account Managers to understand and optimize Branch P&L<\/p>\n
\u2022 Other core KPIs management: Annual appraisal rate, 5S audits, Mystery Shopping scores, Standards audits, Service Customer Returns, Reduce down time (VOR), Warranty KPIs, Age analysis of WIP and debtors, Average turnover per Service Repair Order, Tools & Service Equipment \u2013 Adequate quantity of calibrated 100% availability, Increase Customer base for Service e.g. From Existing customer base to a Targeted Value as per the local situations, Inventory & Stock Management, Service Conversion rate trends<\/p>\n
\u2022 Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting<\/p>\n
\u2022 Manage facility to comply with the Toyota Corporate Image standards as well as HSSE standards<\/p>\n
\u2022 Ensure 100% compliance with Standard Operating Procedures<\/p>\n
\u2022 This position interfaces with various stakeholders including: Customers, Retail Service Manager, Workshop Manager, Job Controller, Service Advisors, Technicians, Support Staff, Senior Management, Performance Offices, Subcontracted associates<\/p>\n
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Required skills to be successful<\/p>\n
\u2022 Knowledge of Automotive dealer \/ distributor business processes, Strategic problem resolution skills, ERP skills, ability to lead change processes, and provide coaching and leadership. <\/p>\n
What equips you for the role<\/p>\n
\u2022 Bachelor\u2019s degree preferably Engineering, Automotive or Business Management or equivalent<\/p>\n
\u2022 10 years overall experience with Automotive dealerships; of which a minimum of 5 years in aftersales at managerial level<\/p>\n