Area Aftersales Director

7 days ago

Guildford, Surrey, United Kingdom Honda Full time

Job Summary

The Aftersales Area Manager is a field-based role responsible for the achievement of customer satisfaction, customer retention, and part sales objectives. This role requires a strong understanding of the Honda organisation and the external market, as well as experience in an automotive aftersales environment.

Main Responsibilities

  • Act as the key after sales interface between Honda and the retailers, building strong, supportive relationships to drive commercial results.
  • Agree targets and development plans with retailers, monitor progress, and provide guidance to ensure delivery in line with national/area targets.
  • Identify and meet training needs, either directly or through Retailer Development, to maximise commercial performance and promote brand image.
  • Work with Retail Development and Sales colleagues to assess candidate prospects for potential retailers, providing local after sales expertise to maximise commercial performance and minimise risk within the retailer network.
  • Analysis and achievement of parts, retention products, eVHC, and PM visit targets, with the implementation of countermeasures where required.
  • Implementation of Honda eVHC into selected retailers, to maximise dealer upsell opportunities and implement best practices.
  • Agree and implement measurable improvement plans with the Senior Dealership Management Team, using TQM processes.
  • Implementation and management of Aftersales Development Programme from start to conclusion – AM360.
  • Ensure full Retailer adherence to all Aftersales Franchise Standards and Business Terms.

Analysis and Reporting

  • Carry out detailed retailer performance analysis and reporting to keep senior managers informed and contribute appropriate recommendations to improve business results.
  • Use composite data and local market information to build a strong understanding of current performance, pre-empting and minimising negative impacts on Honda's After Sales performance.
  • Requirement to submit bi-weekly forecasts versus set objectives and flexibility to respond to ad hoc reporting requests.
  • Analysis and achievement of aftersales CSI Overall Satisfaction scores, with the implementation of countermeasures where required.

Internal Relationships

  • Build and maintain relationships with colleagues around the business to be aware of relevant issues and opportunities.

Customer Service

  • May act as a point of escalation for customer problems to resolve issues and improve the customer experience.

Qualifications, Skills, and Experience

  • A wide understanding of the Honda organisation and knowledge of the external market.
  • Experience in an automotive aftersales environment.
  • Experience in Dealer service/workshop environment.
  • High level of commercial interest is required, as the role requires hands-on support of commercial business.
  • Good knowledge of MS Office skills (especially Excel and PowerPoint).
  • Good English skills are required (written & spoken) for international communications.
  • Good communication and negotiation skills.
  • Good time management skills and a flexible approach to work prioritisation and scheduling.
  • Well-organised and analytical skills to think effectively in a cross-functional manner.
  • Ability to travel within Europe required.

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants, and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains, and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability, or any other protected characteristic.

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