Area Aftersales Manager

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 the senior leadership and across the organization and across the Dealership (Dealer Principals, General Managers, Aftersales Directors) for facilitating 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 had 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 then 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 for dealer compliance with Bentley processes and procedures, providing training and counsel when needed.
• Advise dealer 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 staff training needs, workshop capacity, and showroom compliance.
• Comprehensive understanding of all the business processes, policies, procedures.
• Training: Ensure that area dealerships meet sales and product related certification and training requirement

Qualifications:

Skills

• Advanced negotiation 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 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 focus on Aftersales or Customer experience
• Proficient with Microsoft Office Suite
• Proficient in Excel, Word, PowerPoint and SAP Software

Desired Education

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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