Job Description - Area Aftersales Manager (GRO001186) Area Aftersales Manager - GRO001186 - Fully Remote
Primary LocationUnited States-California
Candidate must reside or relocate to the Los Angeles area. Role Summary: This role is responsible for leading the development and delivery of the Americas Aftersales Plans and Customer Loyalty and Engagement initiatives to support the delivery of our revenue targets. This role will implement the Bentley Motors Brand and Aftersales Strategy for all Parts, Service, Customer Support, Customer Experience, and Dealer management areas. This role will be measured against the business annual targets whilst maintaining a luxury brand experience in the Americas.
Role Responsibilities: Performance Enhancement & Development Work with senior leadership and across the organization and the Dealership (Dealer Principals, General Managers, Aftersales Directors) to facilitate the application of various approaches, methodologies, and business practices to meet strategic targets.Review financial and composite data to understand trends and provide feedback for meeting revenue and company targets.Create monthly contact reports and action plans to identify the impact of programs on larger business goals, such as increasing sales, improving market share, or enhancing customer experience.Influence and engage dealers in new programs to drive Parts, Accessory, and Branded Goods performance and create action plans for growth to meet yearly revenue targets.Serve as a consultant, identifying after sales problems and working with the dealership management team to develop creative and innovative solutions to any problems and develop action plans to implement those solutions.Assist the Dealers in fully utilizing Bentley parts and service marketing programs.Develop / Manage Customer Relationship and Loyalty Engagement Review the Customer Experience Management report with Dealer Personnel. Identify trends and implement action plans to ensure "right first-time fix."Develop seven-step processes to manage customer concerns and workshop efficiency.Mediate serious customer concerns (customer/dealer/BMI).Ensure customer relations cases are resolved. Support litigation efforts and provide evidence to the customer concerns Manager and Legal Teams.Monitor warranty costs / Develop expense reduction processes. Monitor dealer compliance with Bentley processes and procedures, providing training and counsel when needed.Advise dealers on warranty processes and actively control warranty costs.Discuss and approve goodwill decisions, monitor costs.Manage and support live warranty audits / monitor performance against action plans.Monitor the use of the customer concerns channel and DISS processes to influence consistent brand response to repairing and servicing our vehicles.Manage Implementation and Adherence to Bentley Brand Standards Ensure the Dealer environment meets Dealer Operating Guidelines / Proficiency and Corporate Identity including review of staff training needs, workshop capacity, and showroom compliance.Comprehensive understanding of all business processes, policies, and procedures.Training: Ensure that area dealerships meet sales and product-related certification and training requirements.Qualifications: Skills Communicates effectively, excellent oral and written communication skills.Proven multi-tasking and analytical ability.Supports continuous improvements, shows commitment to quality, and supports change.Trustworthy and ethical.Ability to operate in a fast-paced organization and work alongside a variety of functions.A demonstrable level of experience in customer service organization.Experience with luxury brands and customers.Self-motivated and entrepreneurial.Required Skills Demonstrable level of automotive experience – preferably in the High Luxury Sector.5+ years of Dealer business with a focus on Aftersales or Customer experience.Proficient with Microsoft Office Suite.Proficient in Excel, Word, PowerPoint, and SAP Software.Desired Education Bachelor's degree OR equivalent work experience (7+ years automotive industry experience).
Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.
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