National Aftersales Manager

INEOS Automotive – Built For More Since we started our journey to build a world class, no nonsense 4X4, we’ve come a long way. We’ve established INEOS Automotive as a serious contender in vehicle development and manufacturing. We’ve partnered with some of the biggest names in the automotive industry. We’ve made our way from vision to prototype. We’ve secured a world-class production facility and delivery team. We’ve delivered Grenadiers to customers all around the world. We’re building our double cab pick up, the Quartermaster. People and Culture Easy never changed anything. Not in manufacturing, science, engineering or energy – and certainly not elite sport. At INEOS we tackle every challenge head-on, and we help extraordinary athletes achieve extraordinary things. When it comes to making positive change, we know nothing gets done without grit, rigour and humour. Our Automotive team consist of around 1500 employees, 10 locations and 44 nationalities, we’re an international team working together to challenge the ordinary. If this sounds like you, let’s talk. Your role The field teamis responsible fordirect dealer engagement; the National Aftersales Manager sets direction, managesperformanceand removes barriers.Working closely alongside theHead of Aftersales for the Americas, theNational Aftersales Managerisresponsible forthebrand reputation management amidst internal andexternalcustomers as well asthe customer journey andall aspects of service delivery, vehicle quality, aftersales network capacity management& development,warranty & goodwill management,service and recall actionsandreal-time monitoring of Grenadier customer satisfaction across the Americas Region. The scope of this role spansresponsibility forallfield and customer servicefunctionsrelated to aftersalesand willencompassNorth American marketsimmediately,with expanding remit and responsibilityformarkets acrossLatin America and the Caribbean. Responsibilities include (but are not limited to) Drive fixed ops profitability across the dealer network, including servicelabor, parts,accessoriesand F&I products, with clear targets at the retailer level Own and execute key aftersales programs including service marketing campaigns and customer retention initiatives Lead, develop and performance-manage a team of Regional Aftersales Managers and Vehicle Support Engineers, with clear KPIs and regular structured coaching Delivery of RegionalServiceDelivery,Service Quality,Parts Availabilityand Customer Satisfaction (NPS) targets Act as the champion for vehicle quality, collaborating in real-time with dealers on product performance and quality issues and acting as conduit to HQ teamson continuous improvement. Develop and agreeservice,partsand accessoriessales targets down to individual retailer level, aggregatingplans up to market and then regional level and managing performance to deliver targets Minimisation ofWarranty expenditure through proactive engagement of both retail network andcentral HQ functionswith fast identification and rectification of vehicle and systems issues Creation of market-specificserviceprogrammesaimed at enhancing vehicle performance, customersatisfactionand customer retention Delivery of effective service, parts and warranty training and accreditation programmes, including the implementation of I.T systems to improve dealer effectiveness and customer service Management ofmultiple RoadsideAssistanceproviders for the Region, creating monthlyforecastsand predictions to ensure adequate coverage for the Grenadier vehicle parc Closely manageservice, parts and accessoriesprocess and systems, working with theHead of Aftersales, to ensure proper utilisation ofservice booking,partsorderingand CRM tools Monitor and drive lead / prospectcreationthrough the serviceprocess,identifyingopportunities forup-sell and especially retention of in-life Grenadier customers, creating campaigns and promotionsaccordingly Lead and mentor the team ofRegionalAftersalesManagersand Regional direct reportsto create constructive and healthy relationships with their network partners,drivingtowardseffective service delivery across the network,positive NPS scores, highcustomerretentionand overallservice,partsand accessoriesprofitabilitythroughsettingambitious but achievabletargets Provide regular input and make specific recommendations in relation toservicestrategy, network standards,Customer Journey processes and regional budgeting processesby collating and distilling market team feedbackand presentingto the Regional EVP and Central teams Deliver a comprehensive, measurablecustomer journey built around retention and loyalty Lead, develop and inspirethe direct and matrixedteam through one to one’s, personal developmentschemesand mentoring & development opportunities What we are looking for First and foremost–the appetite and ability to thrive inuncertainty and create structure,clarityand process where none exists, motivating and inspiring your team, colleagues and business partners while doing so. Bachelor’s Degree, Post-graduate degree a plus Experience within the automotive industryanddemonstratedaptitude inservice, parts and accessoriesoperations and distribution fields essential Proventrack record(10years)in an automotive environment, working and collaborating with retail networks, groups,investorsand Distributors Previousexperience ofcreating and successfullydeliveringservice and customer satisfactionstrategiesandretention-related programmesinformed by retailer/customer feedback and market data. At least10- 15years’ experience leading both a direct team and a matrixed organisation ofexternal stakeholders and agency partners Demonstrated experience inthe creation, setting and delivery ofAftersalestargets,engaging a diverse group of partnerstocreate, embed and optimise processesthat maximise customer satisfaction, minimise warranty spendand optimise service levels to both the retail network and the end customer Proventrack recordofdeveloping andcreating successful programmesleading to enhancement of upsell, customer paidand end-of-life retention– oftenrunning multipleconcurrent programmes across multiple channels Adata-lednetworkchampion, capable ofworking at ‘eye level’ with partners at various levels within retail partner companies to understand local market situations and work to tailorprocesses and programmes appropriately. Very strongfinancial acumenand analytical ability, with aclear understanding of retail partner accounts, performanceindicatorsand drivers of performance Driven and motivated to create a high performing,digitally-ledAftersalesprocessand ensuring retail partner appreciation of and ability toleveragesystems andprocessesto meet the expectations of the customerand continually improve engagement and satisfaction Exceptional communication, persuasion and relationship-buildingskills and experience of working with and influencingseniorstakeholders Strong business acumen anda good levelof commercial awareness The skill and ability to develop, nurture and cement constructive andmutually-beneficialrelationships with external partnersisparamount #J-18808-Ljbffr Internetwork Expert