Our client, a multinational automotive organization is currently seeking Director - Group Aftersales. You will be directly reporting to the Managing Director Mission and main challenges Ensure consistent process and procedures are available to enable pre-sale and After Sales Parts and Service Operations at both dealership levels to operate in a professional and profitable manner whilst adhering to policies of the vehicle manufacturers. Ensure outstanding levels of Customer Satisfaction at retail level and brand satisfaction at RSC level in the Middle East markets Parts Purchasing as per requirement Budget control Group ResponsibilitiesTasks and Customers Main Tasks (relating products, services ...) Position Objective To manage the total Group After Sales functions, within the authorised dealer importer network in accordance with the company policies and procedures to contribute and achieve the companies overall objectives of growth, profitability and excellence in customer service. Ensure requirements for service level agreement from the company are negotiated and met in a professional manner. To ensure all brands related requirements are fulfilled within the Middle East region in regards to dealer After Sales standards and requirements. This include but not limited to CSS, CSI, LiS, Call centre, Training Visitation of the dealers internationally will require extensive travel throughout the region with particular emphasis on the major volume dealers. Lead an After Sales team including performance appraisals, recruitment, personnel and organisational development as per company HR policies. Included is the management of the company's Aftersales external facilities such as training centre. Specific AccountabilitiesThe success of the position will only be achieved by dedication to the following Development and implementation of Group After Sales strategies for the Middle East region including the definition of the key measures to achieve outstanding level of customer satisfaction. Development and participation of policies and After Sales programs in regards to Group Parts and Brand Service. Development of incentivepromotional programs for Group Parts Management of vehicle owner enquiriescomplaints processes. Market analysis relating to new products or opportunities. Manage the 3rd party supplier for warehouse and logistics KPIs including stock turns, outstanding supply rate with careful management of inventory in conjunction with parts team. Negotiate and agree purchase targets in conjunction with the brands . Ensure adequate support to all partners in regards to technical support for both brands. Planning and implementing a complete training program for technical and non-technical staff region wide including the managing of the dedicated company's training centre located in Dubai. Monitor and improve all Group After Sales procedures and processes. Develop reporting system for both dealers and the company for all responsibilities and accountabilities Conduct and participate in regular Aftersales Conferences in the Middle East region Ensure effective handling of product recall campaigns. Implement Aftersales Marketing Campaigns in conjunction with the brands Regular dealer visits to ensure the implementation and execution of all Audi After Sales programs and standards. Monitor the effective handling and implementation of the company's Roadside Assistance and the group Service package programs Manage and coordinate all aftersales IT development, systems and implementations where necessary
Job Details
| Date Posted: | 2013-02-24 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Customer Service |
| Company Industry: | Automotive; Customer Service |
Preferred Candidate
| Career Level: | Executive/Director |
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