After Sales Regional Business Manager

Field Based, United Kingdom Full Time

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Please note as this is a field based position, the post holder must be living within the defined region, or willing to relocate.

Region 7 - Staffordshire/Shropshire/North Wales/Cheshire/South Lancashire

Overall Purpose of job

To maximise dealer after sales opportunities, profitability and increase dealer absorption levels to at least 80% by improving dealer performance to achieve No.1 position in Kia Motors Corporation (KMC) CSI survey. Managing dealer parts, accessories and CRM marketing activities to achieve Kia Motors (UK) Limited (KMUK) commercial objectives

Key Responsibilities

The following is a non-exhaustive list of responsibilities for the role:

Commercial and CSI Objectives:

  • Increase parts and accessory sales to individual dealers through the implementation of ‘SMART’ dealer action plans
  • Increase service customer retention through the implementation of ‘SMART’ dealer action plans
  • Manage at dealer/regional level the relevant areas of the CSI programme
  • Ensure customer service satisfaction levels are on target to achieve No. 1 position in the KMC CSI survey

 

To ensure Dealer Brand Loyalty including:

  • Monitoring dealer genuine parts purchasing from KMUK
  • Monitoring dealer genuine accessory purchasing from KMUK
  • Ensuring dealer participation in all KMUK/KME (Kia Motors Europe)/KMC promotional, marketing and commercial activities
  • Ensuring dealers participate in all core training modules

To ensure Regional Budgets and Targets are met, including:

  • The achievement of Regional parts targets
  • The achievement of Regional accessory targets
  • The implementation of KMUK customer and trade marketing activities at dealer and regional level
  • To ensure dealers’ agreement to annual parts and accessories objectives is achieved
  • To ensure all dealers database information is accurate and up to date
  • To link into technical reporting systems on operating and training standards (QIR (Quality Investigation Report) submissions, etc.)
  • To ensure dealer staff is aware of all KMUK technical and commercial bulletins and communications, including policies and standards
  • To ensure all franchise standards are met, enforcing the relevant areas of the dealer agreement is achieved
  • To provide customer interface between KMUK and dealer to resolve customer after sales issues, including monthly reports from KIAssist
  • To raise dealer standards in all aspects of customer facing areas within the dealerships
  • To train dealer staff in all aspects of KMUK policies, procedures and charters
  • To attend all new dealer appointments to ensure total understanding of KMUK service requirements - KiaPortal, EPC, IWS, DCS, etc.
  • To ensure participation in KMUK and KMC CSI programmes and implement relevant dealer action plans to improve performance
  • To produce high standard visit report documents with a fully documented action plan
  • To support and implementation of short-term commercial initiatives
  • To ensure dealers subscribe to monthly composite and levy

 To Develop and Implement Service Marketing at Dealer level:

  • To achieve 80% average service absorption for dealers
  • The implementation of KMUK service marketing policies
  • To develop at dealer level a KMUK tyre centre programme
  • To develop at dealer level the menu pricing programme
  • To develop trade parts opportunities, where appropriate
  • To ensure merchandising of KMUK accessories at dealer level

Warranty Objectives:

  • To support and conduct warranty audits at dealer level
  • To support reporting of warranty audits including recommendations to KMUK after each audit
  • To implement “Best Practice” warranty procedures at dealer level, reducing KMUK costs

Person Specification:

  • Degree educated or graduate calibre desirable
  • Experience at automotive manufacturer/importer level in a parts/sales service management or marketing capacity
  • Experience of dealer parts and after sales commercial operations
  • Experience of customer satisfaction service level measurement
  • Experience at senior after sales management level within a retail franchise operation
  • Excellent communication skills both written and verbal
  • Full UK driving licence


The company reserves the right to make amendments to this job description where business needs require.

 

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