Overview of the role:
To drive the achievement of set targets – revenue, gross margin, Net Promoter Score (NPS), branch profit and loss, while managing the overall service center’s performance to consistently deliver seamless customer experience.
What you will do:
• Establish EV Retail Customer Service setup with Network and relevant stakeholders
• EV Value Chain enhancement products search and implementation
• Ensure and monitor optimal capacity of resources in the service centre to deliver Total Quality Management and improve service retention.
• Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service centre.
• Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.
• Study and evaluate current customer verbatim to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.
• Conduct daily meetings with the Retail Service Manager, Workshop Manager and Parts team to align them on the targets and performance expectations
• Work with Human Resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce
• Effectively manage stakeholders through regular meetings to ensure corrective actions on issues pertaining
• Hold regular MFRs with Branch Account Managers to understand and optimize Branch P&L
• Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting.
Skills
Required skills to be successful:
• Knowledge of Automotive dealer / distributor business processes
• Aftersales EV brand experience
• Ability to lead change processes
• Ability to manage multiple locations and stakeholders
About The Team:
The role will report to Aftersales Brand Lead and this position interfaces with various stakeholders including Workshop Manager, Service Advisors, Technicians and Senior Management
What Equips You For The Role:
• Bachelors or Master Degree
• 5 years in aftersales role at managerial level (preferably EV brand)