Aftersales Zone Manager

Independent individual with strong organizational skills with the ability to work under tight deadlines in a pressurized and often unstructured environment with different daily challenges.
- Results driven individual with strong business acumen
- Proficient multi-tasker, with timely delivery of multiple requirements without compromising quality.
- Proven effective planning and time management skills.
- Ability to influence across all levels of internal & external stakeholders.
- Good interpersonal and communication skills (includes presentation Skills; written and verbal)
- Problem-solving skills with diplomacy and solving for the whole.
- Conflict Management skills, and very strong emotional resilience
- Excellent analytical skills and the ability to do detailed root-cause analysis and provide clarity through data and facts.
- Must be able to work independently and take own initiative to ensure the expected results are achieved.
- Have a can do, find a way attitude and a very strong emotional resilience.
- Team player who is able to naturally collaborate, cut across boundaries and break down silos.

Meticulous attention to detail is an absolute MUST.
- Degree or National Higher Diploma in a relevant field (Business Management, Marketing, Finance, Communications, Engineering, Supply Chain)
- 3+ years’ experience within the Automotive industry and / or automotive Dealership environment in a business consulting or operational role is a must.
- Experience in an automotive Aftermarket parts and service environment, OEM Aftersales environment and/or OE Dealer field role will be a definitive advantage.
- High competency and proficiency in Microsoft Excel and PowerPoint

Fluency and proficiency in English is a must

Responsibilities & Outcomes:

- Conduct regular DP, Service, Parts Manager meetings to drive key initiatives, track process gaps to closure, as well as continuous improvements overall.
- Support Dealers with regards to profitability and business development to grow operations for aftersales.
- Effectively communicate, drive implementation of, monitor performance, meet and raise the bar on all objectives, incentives, terms and programmes at dealerships
- Analyze financial information to support Dealers to maximize on business opportunities and revenue generation.
- Delivery monthly parts revenue (sell-out) targets across network of Ford Dealers
- Grow Retail and Wholesale business through targeted initiatives and campaigns
- Scaling of various Customer Convenience initiatives for long and short-term business growth
- Achieve retention objective through delivering retention growth in various vehicle age categories identified as business priorities
- Meet or exceed the various customer satisfaction targets, including but not limited to Net Promotor Score, Customer Experience Index, Fixed Right First Time and Vehicle Off Road
- Develop, implement, monitor and raise the bar on any non-performing Dealers through implementation of corrective action plans
- Grow vehicle personalization or accessories businessImprove Dealer Satisfaction in support of DSI measurement performance

Business management
- Support onboarding of any new Dealer onto new systems, integration and associated processes through collaboration with various stakeholders on implementation is issue resolution.
- Guard the Ford Brand image in accordance with Company policy requirements input as per Market Rep plan.
- Facility (advise, counsel in conjunction with Dealer Development Manager who takes the lead to follow up on Dealer plans)Dealership parts and service staff levels (review/advice and counsel)Compliance

Ensure compliance and adherence to all aftersales systems, policies and procedures.

Collaboration & Partnerships:

- Work closely with PS&L, SEO and Regional Skills Teams to ensure alignment of strategies and sharing of best practice
- Participate in or lead projects that involve multiple departments, promoting integration and cohesion across the organisation.
- Engage with key stakeholders - including suppliers - to understand their needs and provide solutions that support the overall mission of the team.