Introduction

What are you going to do 

  • To achieve markets After Sales objectives by following HQ/Regional After Sales guidelines and to find opportunities in term of dealers, customer base, market/network development.
  • To manage Dealers’ Relationship and Performance.
  • To steer Aftersales processes, procedures and targets in the respective markets in the following areas: Aftersales profitability, Dealer Standards, Business Plans, After Sales Marketing, Service Quality, Warranty coverage, Customer Loyalty and Satisfaction.
  • Business Performance Management.
  • Monitor and drive Dealer performance in relation to Aftersales profitability, Customer Loyalty at Service, Service Quality KPIs, Dealer Standards and Genuine Parts, Accessory and Brand Extension purchase performance.
  • Develop, agree and implement annual business plans with Dealers including quantitative and qualitative targets such as purchase targets, investments, marketing plans and training paths.
  • Follow up business plans to provide support and direction and ensure agreed activities and measures are documented and executed.
  • Regular monitoring of respective markets’ performance vs plan documented through periodical documentation and action plans.
  • Develop After Sales Business in current 13 dealerships in 8 markets and explore After Sales opportunity for 14th partner in 9th market (planned for 2023)
  • Implement business projects, service strategies, programs and processes as directed by the Company.
  • Improve structure of Company’s MEA After Sales with projects such as local Contact Centre, local Technical Support and other various supporting functions
  • Ensure Dealers are equipped with recommended workshop equipment, minimum parts list and other operating standards minimum requirements.
  • Monitor Technical Support requirements within markets and direct the focus and activities of Technical Support as appropriate.
  • Assist with all warranty operations, ensuring that all policies and procedures are adhered to.
  • Evaluate and manage Goodwill requests according to budgets and minimum requirements.
  • Develop potential for extended warranty coverage in the markets to support Loyalty at service trends.
  • Support in performing periodical Warranty Audits in conjunction to HQ requirements.
  • Assist technical support in the effective handling of recall campaigns as required.
  • Manage effectively critical repairs and legal cases in conjunction with dealer, technical support (HQ), legal department (HQ) and customer care (HQ+MEA)
  • Implements service strategies (i.e.: maintenance packages, collision center network…) coherently with HQ and regional policies.
  • Customer Care.
  • Manage escalated customer complaints and coordinate follow up between Company’s MEA, technical support, customer care, legal department and departments and dealer as required.
  • Monitor CSS status and score trend in the markets and develop action plans as required.
  • Manage correct integration between local Contact Centre and HQ functions.
  • Reduce Company’s risk of legal involvement in cases.
  • Identify dealer staffs’ needs/requirements for Technical & Non-technical training.
  • Follow up with dealers to ensure fulfilment of training plan and requirements.
  • Identify opportunities for local training to support regional needs.
  • After Sales Marketing.
  • Identify market needs/requirements for After Sales specific actions and incentives to increase Customer satisfaction, loyalty at service, After Sales Business and dealer profitability at service.
  • Follow up with Minimum After Sales Marketing requirements to guarantee adequate After Sales visibility in markets.
  • Assist in definition and delivery of After Sales related conferences.
  • Maintain communication links with Company & dealer network.
  • Support Company’s MEA with local Company fleet (press vehicles).

Essential skills and knowledge 

  • Engineering / Business / Marketing University Degree.
  • Experience within retail and wholesale environments within the group.
  • Competitors analysis, price positioning, mark up definition.
  • Able to work under pressure and to interface with major stakeholders.
  • Proactive and autonomous Objectives fulfilment.
  • Practical & Technical Knowledge.
  • Fluency in English (written and spoken). Italian language is a plus.

What we offer