Club Torque - Head - After Sales - Luxury Auto Dealeship

Job Summary:

As Head of the Department - Service of dealership, you are fully responsible for planning, controlling and increasing efficiency of Service and Spare Parts operations of your Dealership. In this function, you ensure that strategic and operational goals are met and that the derived measures are implemented. In addition, you are responsible for designing all processes within the Service and Parts department ensuring that these are followed in order to maintain a constantly high customer satisfaction level as well as a positive brand image. In this function, you are part of the Top Management

Tasks -

- Define a vision and derive strategic and operative objectives.

- Develop appropriate performance indicators for Service and Parts derived from the corporate strategy in coordination with Management

- Create binding investment, cost, sales and profit plans based on strategic and operational goals, taking into account the overall value chain (such as market share for Service and Parts, volume planning for Parts and Accessories and vehicle throughput).

- Monitor and manage Service and Parts by means of consistent observation and analysis of key figures.

- Regularly check goals and measures and derive and ensure the implementation of appropriate corrective measures if necessary.

- Represent the brand and the company vis-a-vis customers, suppliers and in public relations, actively establish targeted contacts with fleet customers, public figures, clubs, associations, as well as maintaining such contacts.

- Set targets for market expansion, customer retention and business penetration.

- Ensure systematic and cross-divisional service and parts market development.

- Creation of marketing plans for Service and Parts.

- Develop marketing measures for customer loyalty and acquisition.

- Implement available marketing measures for sales support.

- Sustain the effectiveness of marketing measures and communicate to the entire executive management.

- Maintaining highest level of customer satisfaction without sacrificing profitability.

- Set operational financial targets for the dealership.

- Ensure all departments achieve profit targets, maintain margins and control expenses as detailed in budgets and business plans

- Ensure good cash flow and maintain high level of fiscal awareness.

- Ensure that overheads, costs and expenses are minimized by carefully controlling and utilizing all resources effectively.

- Continually monitoring and reviewing dealership's financial situation and achieve financial objectives.

- Continuously refine and improve the quality of customer interaction, satisfaction and retention by improving standards and providing best products and services.

- Create employee developmental plan with the help of HR department.

- Ensure regular and efficient communication with and between the employees, review annual appraisals identify major gaps in it.

- Ensure that all employees are committed to principle and ethics that form the core of customer relations management.

Qualification:

- Graduate in Engineering or Science, Graduation in Business Management Studies is an added advantage.

- 15-20 years of professional experience in automotive After-Sales. Of these at least 4-5 years should have worked as a Service Manager.

- Solid professional experience in personnel management and heading teams

- Solid professional experience in dealing with customers and suppliers

- Completed training in a commercial/technical profession, ideally in the automotive industry (or comparable training)

- Additional training in business management, such as a degree in Business Studies