Head of Commercial After Sales

4 days ago

Gaydon, United Kingdom JS3 Recruitment Ltd Full time

**Job purpose**
- The Head of Commercial After Sales is responsible for the providing the programmes and initiatives that drives customer satisfaction & retention, whilst managing the growth in revenue & reputation for the brand

**Key duties and responsibilities**
- Delivery of Global After Sales strategic roadmap, supporting transition and engagement with stakeholders including the following key areas of scope:

- Delivery of annual parts and accessories revenue and profit targets, enabled by oversight of global data reporting system, using insights and knowledge to improve performance via the dealer network
- Responsible for delivering after sales CSI performance at target level, including managing network processes, and driving excellence in service, repair and warranty events.
- Product management of all after sales parts, accessories and services. Creating new marketing plans to drive engagement, & developing commercial roadmaps with the Regional teams to increase retention & lifetime value
- Mapping and defining the end-to-end customer experience aligned to our clients ultra-luxury position in the market, embedding the new digital journey from configurator to off-car app, the emergence of Electrification in the product range and lifetime brandrelationship.
- Responsibility for the activity and output of the Global After Sales team enabling data driven decisions, dashboard reporting and analysis for central decision making and regional reviews
- Lead regional performance review process in service & parts activities including monthly & quarterly reviews
- Management of cross-functional alignment and supporting after sales relevant workstreams
- Development & oversight of new digital off-car environment, including connected car functionality to customers, & data mining opportunities.

**Management breadth**
- The Head of Commercial After Sales works cross-functionally & is responsible for own time management & deliverables. The role has direct responsibility for 4x FTEs - Service & Parts Performance Analyst, Senior Pricing Analyst, Heritage & Specials Lead,& Accessories Lead (with 1x direct report)

**Relationships**
- (Internal) Regional teams, After Sales (including Parts, warranty, Lifecycle), Finance, Network Development, Marketing
- (External) Suppliers, AM dealers.

**Budgetary accountability**
- Commercial After Sales Budget c.£1.5m & revenue/contribution generation in line with annual requirements

**Problem solving & accountability**
- Will be required to manage the achievement of global & regional targets, ensuring necessary focus is applied. Weekly updates through attendance of commercial meetings, monthly & quarterly reviews.

**Career progression opportunities**
- Cost centre management, business development and performance management dimensions of the role will develop the job holder for suitability across Commercial, Operational and Business Strategy management functions

**Essential experience**
- Strong commercial knowledge and luxury automotive experience, with deep knowledge of the after sales environment
- Excellent understanding of the ultra-luxury customer journey
- Proven experience in leading and building effective teams across geographies & cultures
- Project delivery skills with strong ability to think strategically in a collaborative, but autonomous environment
- Proficiency with business data and performance metrics to manage tactical & strategic objectives
- High caliber interpersonal skills, with the ability to communicate effectively across all levels of the organization

**Preferred experience**
- Demonstrated ability to build strong relationships with stakeholders and an ability to simplify complex analysis to non-expert stakeholders
- Working with business Composite data and an understanding of relevant financial information and reporting

**Required skills / behaviours**
- Demonstrates behaviours of our core values: _Unity, Trust, Openness, Ownership & Courage_
- Organized, proactive & able to work with high levels of autonomy
- Data manipulation and presentation skills
- PC literate with experience in proprietary BI/ERP systems
- Excellent knowledge of Excel & PowerPoint
- Strong numeracy and analytical skills
- High attention to detail and accuracy
- Excellent interpersonal skills with the ability to manage complex business relationships

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