After Sales Zone Manager

Milan, Italy (Italia) Full time

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Kia Motors Company Italy, National Sales Company of Kia Motors Corporation, is currently looking for an After Sales Zone Manager.

Job Location: Piemonte and Liguria.

The candidate will be employed with a permanent contract.


Purpose of this Job:

The After Sales Zone Manager guarantees the achievement of After Sales Field major KPI’s, including but not limited to Customer retention targets, Customer satisfaction targets, recall campaigns completion rate, acting as a Business Consultant for the Dealership and helping them to set and achieve challenging and sustainable goals.

S/he also ensures that Dealers apply KIA Service Procedures.

The After Sales Zone Manager is responsible for ensuring that on a monthly, quarterly and annual basis the assigned area consistently and profitably meets Parts and Accessories sales revenues and profits, in a highly competitive work environment and customer satisfaction targets. S/he is a business consultant which has as main task build a Kia Parts and Accessories genuine culture.


Main Responsibilities/Tasks:

The After Sales Zone Manager is responsible to achieve for her/his area After Sales Operational targets, and in particular s/he is responsible for achieving monthly, quarterly and annual targets for

  • Parts and Accessories Turnover and profit

  • Dealer Customer Satisfaction (DCSI)

  • AS Marketing Campaigns

  • Service KPIs

  • Dealer Relationship Management Survey

  • Network Development

    S/he acts as a Business consultant, regularly visits the assigned dealers, communicates KMIt targets and collects Dealers’ feedback, providing advice and support on processes, marketing initiatives, systems, training and business in general.

    S/he is KMIt reference person in the area and assists Dealers Principal and Technicians and Service advisors analyzing, reporting, advising and providing guidance on any possible company program. S/he prepares regular and ad hoc reporting to the After Sales Management, monitoring dealer performance against all agreed commercial targets (warranty, services, parts and accessories sales) and the application of KIA Service Processes. S/he spreads and shares AS best practices acquired during his/her daily job; if necessary s/he is able to organize and manage events, workshops and all activities which involve dealer staff, dealer principal and customers.

    S/he is also responsible for the following activities:

    Parts and Accessories

Improve the commercial attitude of Service Advisor, in order to promote P&A sales related to customer workshop visits

Analyze wholesale KPI and organization

Support dealers in order to implement wholesales activities in order to increase Spare Parts Turnover and profit, and spread Kia genuine Spare Parts and Accessories to independent workshop.

Dealer Customer Satisfaction (DCSI)

Achievement of customer satisfaction objectives, by monitoring customer satisfaction index (DCSI) and implementing appropriate actions to improve the index results.

Coaching and support to AS dealers operators in solving the problem and implementing action plans provided by dealer portal system.

AS Marketing Campaigns

Local implementation of national and local marketing campaigns and events.

Promotion of dealer participation to marketing and commercial activities (Parts & Accessories, Shell oil, MyKia, KMR, other) in order to contribute to the achievement of parts sales volume target in collaboration with Parts & Accessories Manager.

Dealers’ orders Analysis to find the reasons of purchases occurred outside of the promotion.

Service

Spreading of KIA procedures in terms of Service and Warranty Policy, ensuring dealers are timely informed and trained.

Monitoring goodwill budget (dedicated to exceptional warranty problems) to ensure that is correctly distributed in the assigned area.

Monitoring recall and service campaign

Guidance to dealers in obtaining technical support, warranty approval and goodwill budget through the appropriate dealer systems and following the established procedures.

Dealer Relationship Management

Communication to the assigned dealers, execution and monitoring of local, regional and global Aftersales Strategies at dealer level.

Promotion of the maximum dealer participation rate to KMIt programs related to After Sales, ranging from Mandatory Trainings to After Sales marketing campaigns

Assistance to dealers for planning, recruitment, direction, organization and control of Service Manager, Parts Manager, Service Advisors, Employees and Technicians

Communication and cooperation with any other KMIt Field entity, and in particular Sales Field, UC, Fleet, Sales Finance, BM and so on.

Network Development

Regular checks on compliance to the corporate service standards and brand image, and in general KMIt guidelines

Support to Dealer Network Development team during selection, launch and qualification, and also termination processes of AS Dealers and Workshops belonging to the assigned area

Candidate Requirements

The ideal candidate has at least 4-5 years of experience within the automotive sector, and preferably has already worked in a field position and/or in a dealership.

Target oriented and results driven, s/he has strong relationship and negotiation skills and shows outstanding Customer focus and orientation. S/he is able to work under pressure. S/he is able to analyze issues, identify their root cause and propose feasible solutions, with a win - win approach and strategy.

S/he shows an entrepreneurial approach, is able to work with autonomy, but is also a good team player.

We would like to meet candidates who are willing to work for a multinational, fast paced environment, where autonomy, sense of priorities, results orientation, customer orientation, and resilience are key to succeed.


The offer is addressed to people of both genders in compliance with Legislative Decree n. 198/2006.

The interested candidates should send a detailed resume (with explicit authorization to the treatment of the personal data to the sense of the law n.° 196/03)

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