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

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Application process

First Contact

We carefully review your application and in the coming weeks, you will be notified for an interview session if you are selected. Only shortlisted candidates will be contacted within 7 days.

Scheduling an Interview

After being shortlisted, you will be contacted via email or telephone to arrange for a date on your availability for the qualification interview.

Phone/ Qualification Interview

During the interview, you will be assessed on your level of experience and skills, work history, availability, and the qualifications the company is seeking for the position.

Meeting in Real Life

After successfully making through the phone interview, a face to face interview will be scheduled between the candidate and recruiter. This session can be a more in-depth  interview to review your communication and interpersonal skills.

Application for the Position

Submission of candidates resume for client’s approval and screening.

Are you the perfect match for this vacancy? Apply in 1 minute and let's get in touch!

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