Director of Aftersales & Customer Care, Americas

Company: MRINetwork Jobs
Location: Raleigh
Posted on: May 15, 2022

Job Description:

Job DescriptionOrganisational structure in relation to the job holder:CEO Commercial Director Executive Vice President, Americas Director of Aftersales & Customer Care Regional Aftersales Manager: USA East Regional Aftersales Manager: USA West Regional Aftersales Manager: USA Central Regional Aftersales Manager: Canada / Alaska Regional Aftersales Manager: Mexico (2023) Regional Aftersales Manager: Latin America & Caribbean (2023) Regional Parts & Accessories Distribution Manager Regional Warranty Manager Field Support Engineer Field Support Engineer Regional Aftersales AdministratorPurpose of the job: describe in 1 phrase what contribution the job is expected to make to the organisation's objectivesWorking closely alongside the EVP, Americas and North American functional heads and wider global Commercial teams, the Director Aftersales & Customer Care is responsible for all aspects of service delivery, vehicle quality, aftersales network capacity management & development, parts and accessories distribution, warranty & goodwill management, timely (and legally-sensitive) management of VOR, service and recall actions and real-time monitoring of Vehicle customer satisfaction across the Americas Region.The scope of this role spans responsibility for all Aftersales functions and will encompass North American markets immediately, with expanding remit and responsibility for markets across Latin America and the Caribbean.The successful applicant will be expected to work closely with UK headquarters, functional peers, 50-70 franchised dealer partners and several Distributors from Mexico, the Caribbean and Central and South American markets. The Director of Aftersales & Customer Care will lead a team of Regional Aftersales Managers spread across the region, guiding their activities and managing their priorities towards successful delivery of service quality and customer satisfaction targets.Supporting and underpinning these activities, the Director of Aftersales & Customer Service is expected to manage the entire retail network across in the Americas Region (20+ markets) in the process of network capacity planning, service quality through a structured training and accreditation programme, establishing and managing an effective parts distribution network, management of several external agency partners and achievement of a top-quality Aftersales experience that exceeds customer expectation and meets regional customer satisfaction targets.Dimensions of the Role (Describe the most representative figures of the job (for example: number of staff, budget your responsible for, number of projects,…)The Director of Aftersales & Customer Care will assume responsibility for the delivery of Company Americas service and satisfaction targets for all Company customers – both first line retail partners and the end Vehicle owner. The region will eventually encompass more than 20 markets and will be accountable for circa 40% of global Vehicle sales (12-14k vehicles per year), leading to responsibility for a total vehicle parc of > 100,000 UIO during the Lifecycle.The successful applicant will directly oversee an annual Warranty budget of $30-45M, plus additional annual Goodwill and Roadside budgets of $3-5M (based on average full-year sales volumes of between 9-11k units). She or he will have an organisational span of control of 11 direct management reports, each responsible for either a key geographic areas across the Continents or a key functional area covering the entire Region. The role will directly influence the activities of circa 140-200 Service and Parts heads spanning each of our retail locations and Distributor partners in markets across the Americas.External factors: Create and Develop relationships with key stakeholders including Retail Groups, Distributors and Investors across the USA, Canada, Mexico, Latin American and Caribbean markets. Own the critical relationships with BMW ‘C4' NSCs across the Americas Region, Parts Distribution Partners, Service and Technical Training delivery partner, Roadside Assistance / Breakdown partner and additionally assuming the critical role of OEM representative in Arbitration and Legal cases involving Vehicle service and/or quality issues across the Americas Region working in conjunction with External Legal Counsel and IAL Ltd Head of Legal. Therefore seniority and extensive experience are essential.Internal factors: This pivotal first-line role in the Americas Region will be responsible for daily interaction with central HQ and regional functional leads to align upon and collectively delivery short and long-term Service objectives. Frequent utilisation of key performance indicators and management information tools to create interdependent plans for the effective achievement of goals. This will require leadership of multiple diverse stakeholders across the Region and the active management of 50-70 franchised dealers and Importer Distributors across the Region.Budgets:Warranty (standard and extended) budget - overseeing approval, usage and disbursement of $30-45 million annually to our retail partners.Goodwill and Roadside Assistance an additional $3-5M annuallyTraining Development and Delivery ca. $200-300k annuallyDirect reports – 9 (growing to 11 by Q2 2023)External partners and stakeholders to manage – 140-200 across retail locations, dealer groups and Importer Distributors across USA, Canada, Mexico, Caribbean and Latin American markets. Accountabilities of the job: describe the main results expected from the job

• Delivery of Regional Service Delivery, Service Quality, Parts Availability and Customer Satisfaction (NPS) targets
• Actively manage the parts supply and logistics process, managing the supply chain and overseeing dealer stock levels to meet anticipated demand and deliver service turnaround promise
• Act as the champion for vehicle quality, collaborating in real-time with dealers on product performance and quality issues and acting as conduit to HQ teams on continuous improvement.
• Develop and agree service, parts and accessories sales targets down to individual retailer level, aggregating plans up to market and then regional level and managing performance to deliver targets
• Minimisation of Warranty expenditure through proactive engagement of both retail network and central HQ functions with fast identification and rectification of vehicle and systems issues
• Creation of market-specific service programmes aimed at enhancing vehicle performance, customer satisfaction and customer retention
• Delivery of effective service, parts and warranty training and accreditation programmes, including the implementation of I.T systems to improve dealer effectiveness and customer service
• Management of multiple Roadside Assistance providers for the Region, creating monthly forecasts and predictions to ensure adequate coverage for the vehicle parc
• Closely manage service, parts and accessories process and systems, working with the Senior Manager of Network Development, to ensure proper utilisation of service booking, parts ordering and CRM tools
• Monitor and drive lead / prospect creation through the service process, identifying opportunities for up-sell and especially retention of in-life Vehicle customers, creating campaigns and promotions accordingly
• Lead and mentor the team of Regional Aftersales Managers and Regional direct reports to create constructive and healthy relationships with their network partners, driving towards effective service delivery across the network, positive NPS scores, high customer retention and overall service, parts and accessories profitability through setting ambitious but achievable targets
• Provide regular input and make specific recommendations in relation to service strategy, network standards, Customer Journey processes and regional budgeting processes by collating and distilling market team feedback and presenting to the Regional EVP and Central teams
• Build and measure an operational management team to heighten performance, by implementing clear, accountable performance scopes
• Lead, develop and inspire the direct and matrixed team through one to one's, personal development schemes and mentoring & development opportunitiesQualifications, Knowledge and Skills
  • First and foremost – the appetite and ability to thrive in uncertainty and create structure, clarity and process where none exists, motivating and inspiring your team, colleagues and business partners while doing so.
  • Bachelor's Degree, Post-graduate degree a plus
  • Experience within the automotive industry and demonstrated aptitude in service, parts and accessories operations and distribution fields essential
  • 10-15 years proven track record in an automotive environment, working and collaborating with retail networks, groups, investors and Distributors
  • Previous experience of creating and successfully delivering service and customer satisfaction strategies and retention-related programmes informed by retailer/customer feedback and market data.
  • Lengthy experience leading both a direct team and a matrixed organisation of external stakeholders and agency partners
  • Demonstrated experience in the creation, setting and delivery of Aftersales targets, engaging a diverse group of partners to create, embed and optimise processes that maximise customer satisfaction, minimise warranty spend and optimise service levels to both the retail network and the end customer
  • Proven track record of developing and creating successful programmes leading to enhancement of upsell, customer paid and end-of-life retention – often running multiple concurrent programmes across multiple channels
  • A data-led network champion, capable of working at ‘eye level' with partners at various levels within retail partner companies to understand local market situations and work to tailor processes and programmes appropriately.
  • Very strong financial acumen and analytical ability, with a clear understanding of retail partner accounts, performance indicators and drivers of performance
  • Driven and motivated to create a high performing, digitally-led Aftersales process and ensuring retail partner appreciation of and ability to leverage systems and processes to meet the expectations of the customer and continually improve engagement and satisfaction
  • Exceptional communication, persuasion and relationship-building skills and experience of working with and influencing senior stakeholders
  • Strong business acumen and a good level of commercial awareness
  • The skill and ability to develop, nurture and cement constructive and mutually-beneficial relationships with external partners is paramount

Keywords: MRINetwork Jobs, Raleigh , Director of Aftersales & Customer Care, Americas, Executive , Raleigh, North Carolina