JOB TITLE: Regional Aftersales Manager
DEPARTMENT: Aftersales
BRANCH: Stellantis South Africa
REPORTS TO: Head of Dealer Channel
PURPOSE OF POSITION:
Ensuring adherence to facility requirement, corporate Identity norms, manpower adequacy, quality, customer centricity and Aftersales process & systems. Strategize, plan and execute Aftersales business growth through VIN retention and per repair order revenue, Aftersales standards of fairness / timeliness, CRM initiatives, customer management / feedback process. Capability development of dealerships to deliver on Aftersales customer service. Analyse dealer performance with help of data and trend charts and review business - CSI, parts, dealer traffic light etc.
MINIMUM QUALIFICATIONS:
Grade 12 + Automotive Diploma
SKILLS AND EXPERIENCE:
- Minimum of 5 years in a similar position
- Technical skills
- Negotiation skills
- Interpersonal skills
- Strategic thinking
- Product knowledge, Tenacity, and Ability to handle pressure Business acumen and excellent verbal and written communication ability
- MS Office
- Ability to handle complex and difficult
KEY DUTIES AND RESPONSIBILITIES:
- Budget achievement (Gross and Nett revenues), by developing action plans to increase
- dealer part sales and loyalty by achieving commitment from dealers on commercial policies
- and other commercial programs.
- Conduct regular visits and performance reviews with dealers and agree corrective actions
- where required and ensuring and the Dealer Principal, Aftersales Manager, Workshop /
- Service Manager and Parts Manager involvement in all aftersales activities and critical
- issues and provide regular feedback on activities, forecasts, results, action plans and follow
- up.
- Monitor dealer parts stock, promote sales of fast-moving competitive parts and accessories
- by implementing the National / Local marketing initiatives and campaigns as well as
- supporting dealers in implementing their Marketing and CRM activities.
- Ensuring consistency of the network standards set for the workshop and ensuring
- application of all workshop & warehouse processes and initiatives which contribute to
- increasing dealer profitability through increasing workshop traffic (e.g. selling of service
- contracts).
- Ensure dealers involvement in Customer Satisfaction Program by Sharing / analysing
- Customer Satisfaction results with dealers and managing action plans for critical dealers.
- Manage customer cases with dealer where dealers are not responding to CRC requests for
- action (in and out of warranty and poor quality of service).
- Dealer Standards Compliance. Ensure that dealers are continuously aware of their
- compliance to the franchised minimum standards, performing network audits when
- needed.
- Support Dealer in analysing the training needs and prepare specific training plans in
- accordance with central policies
- Fully learn the aftersales Dealer optimisation programme and help to implement as well as
- continue to monitor the application thereof in the network.
- Actively follow up on Dealer ‘work in progress’ in a bid to minimise the number of WIPs in
- the network, maximise Dealer profitability as well as maximise customer satisfaction
- through reduced workshop lead times.
- Ensure adequate C.I. compliance at the network in line with a Premium objective as set by
- management.
“At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams, will allow us to better meet the evolving needs of our customers and care for our future.”
