Head Of Aftersales – Uk & Sa

Work type:
Full Time – Permanent

Location:
Gaydon, Warwickshire

Categories:
Commercial

Aston Martin is built upon the passion, skill and creativity of the people who dedicate their working lives to the most iconic brand in the world. Every intricate stitch beautifully expressed line, and the stirring noise of our engines is a manifestation of the desire and collective spirit to create the most beautiful cars: the soul of Aston Martin made real.

Job Purpose:

This role will develop and manage all elements of the Region’s Aftersales strategy directly reporting to the Regional President. This includes the development of annual aftersales targets in collaboration with the Head of Business Development, Planning and strategy and the development of aftersales programs and incentives to maximize the aftersales performance across Service, Parts, Accessories and extended warranty. The role will also be directly accountable for the management of all product actions and customer service matters escalated beyond the Central Customer services team which require regional field support.

Key Duties & Responsibilities:

• Develop strong commercial relationships with Franchise Directors the departmental line managers within each dealership.
• Responsibility for the management and delivery of regional Aftersales budget across Parts, Accessories and Extended Warranty
• Engage in monthly dealer visits with clear meeting agendas, minutes and detailed action plans recorded for both sales and aftersales functions.
• Development of annual Dealer aftersales targets in collaboration with the Head of Business Development, Planning and Strategy to ensure the appropriate apportionment across the region
• Development and management of strategic Aftersales Programs and Incentives to proactively drive the performance of the region and delivery or Aftersales targets
• Optimise the Aftersales performance of the region and retail network by identifying opportunities for both AML and Retailers, utilizing composite data, AML financial reporting, market data
• Development of regional KPI and a wider reporting suit to proactively monitor dealer performance and allow concise and constructive discussion with Dealer Partners and clear communication with the global aftersales function
• Development of the regional Aftersales Marketing strategy in collaboration with the Regional Marketing Manager to maximize the opportunity across Service, Parts, Accessories and Extended Warranty
• Manage on of the region all Product Actions to ensure proactive communication to the dealer network and swift resolution of all affected vehicles
• Management of all customer service issues escalated beyond the Central Customer Service team which require regional field support
• Management of Dealer compliance with the Aftersales Dealer Operating Standards (DOS)
• Management of regional aftersales CSI performance, tracking and improvement management
• Development of the Aftersales customer journey for the UK and South Africa Region

Qualification & Experience:

• Automotive, Aftersales experience, inclusive of Service, Parts & Accessories, Warranty and Body Repair
• Experience in the management and development of Aftersales business
• Detailed and working knowledge of Aftersales Operations, audits and reporting best practices
• Experience of manufacturer’s Dealer Management Systems
• Excellent interpersonal skills with extensive customer service experience
• An advanced understanding of vehicle maintenance and repair procedures
• Experience managing individuals/ team
• Current knowledge of key issues effecting the Automotive sector
• Aftersales Management experience from Retail Dealer and Manufacturer

Behaviours:

• Self-motivated team player, focused on results with excellent organizational skills
• A team player able to build relationships and communicate at all levels with excellent interpersonal skills
• Creative and lateral thinking approach to problem solving
• Excellent writing and analytical skills
• Excellent attention to detail and precision
• Proactive and flexible approach to a constantly developing environment – flexible with personal time management

Belong at Aston Martin

We understand that the incredible beauty, craft and art that defines an Aston Martin comes from the inclusion of our amazing people.

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation and beliefs. We celebrate diversity and are seeking applicants who can bring something different. Please speak to us if there is anything you need to support making an application with us.