Aftersales Operations Manager |

What you will do:

• Relationship management – To nurture a strong relationship with the principal that ensures the potential of the brand in the region is maximized through creating win-win collaborative action plans and enabling agility and adaptability to navigate change. Maintain the discipline, safe and clean work area through strict implementation of company rules, regulations and procedures.
• Principal engagement - To act as key point of contact with principal for all aftersales areas and engage relevant business function to prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy.
• Principal audit visits – Responsible for planning and execution of principal audit activities in both service and parts area. Follow up activity with branches on action plan progress to improve the gaps.
• Business Planning Support - To prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy.
• System Support – To maintain service package for menu pricing and SMC contracts in DMS (SAP) through MIS team.
• Business Plan – Responsible to prepare and present the budget, annual reviews and business initiative information deck for MD, Finance and COE (Centre of Excellence) function.
• VIN Visits – Work closely with Retail, CRM and CEC to improve the VIN visit. Prepare and monitor monthly customer contact list based on mileage, market trend and deferred jobs. Identify reasons for lapped customer and execute mitigation plan.
• Aftersales Marketing - With support from the Marketing department, design, plan and implement marketing campaigns including promotions for created initiatives to maximize revenue potential and meeting business plan agreements.
• CRM - To develop, implement and improve CRM activities to improve customer retention and service coverage ratio by proactively anticipating the changing customer needs and demands.
• Incentive Programs – Identification and development of effective incentive programs to mobilize the workforce to maximize revenue and profitability.
• Recall Support - Execution of Recall activity with Principal and internal stakeholders. Achieve the annual target by ensuring awareness to customer, system, parts and process readiness.
• Warranty Support – Seamless execution of warranty jobs in the retail network and on-time submission with all required information to the principal.
• Skill set & Tools requirement – Work closely with Learning and Development team and Customer Quality function to improve the associate skill level in the network and readiness of required tools to perform the jobs.
• Complete brand integration and relationship management of all aftersales related activities to aid the growth of aftersales volumes, margins for the brand(s) and create best customer experience
• P&L ownership
• KPI assessment
• KPI report
• Utilization, productivity & capacity report
• Retention report