Job description

a) Dealer visits, consulting and feedback

• Develop, communicate and monitor dealer visit schedule according to agreed visit frequency.
• Ensure consistent creation of dealer visit reports including improvement measures and accountability on dealer level.
• Coordinate dealer feedback to internal stakeholders on CS topics.

b) Dealer Parts & Service Performance and Development

• Perform operational review and consult dealer on their performance based on CS KPIs, defined targets (Parts, Oil, CS products) and workshop process
• consulting with the objective to improve their overall Parts and Service performance.
• Monitoring all CS business KPIs of respective dealers: Part sales, CSI, VTP, Productivity, Efficiency
• Ensure the bilateral establishment of sustainably improvement measures. Coordinate the set-up of appropriate After-sales dealer targets.

c) Customer Satisfaction Index (CSI) and Dealer’s Data Quality control

• Coordinate, monitor & ensure consulting of CSI field activities incl. target setting, how to improve CSI, NPS, CLI, FFV...
• Monitor CSI results and ensure development of sustainable dealer CSI improvement action plans.
• Coordinate with dealer CRM, Workshop admin & SA to ensure all customer and vehicle data is input fully and correctly into the DMS system.

d) Dealer Standard Monitoring

• Ensure proper monitoring of CS-related Dealer Standards, review audit results, and advice on improvement measures.
• Coordinate with the Network development team and other CS team on update or review of standards.
• Observe dealer compliance with overall MBV policies and guidelines

e) Promotion, Events & Campaign supporting

• Ensuring adequate execution of After-Sales marketing campaigns by the dealers
• Coordinating promotions, events, and campaigns in the respective region

Requirements

• University degree of Business Adminstration, Business Management or equivalent.
• Prefer have experience in the Automotive After-Sales or have an interest in the automotive industry.
• At minimum as Assistant Manager level.
• Experience in the overall business management and/or business consulting.
• Experience in customer relationship management and complaint handling
• Poses a positive, self-motivated outlook coupled with the analytical and strategic thinking.
• Tactful and diplomatic with ability to convince customers and suppliers and emphasis on building team spirit.
• High willingness to learn.
• Computer literacy in MS Excel, PowerPoint, Word, Outlook, Internet.
• Good command of English in writing and speaking.
• Solid communication & presentation skills
• Ability to provide business consultancy.
• Solid knowledge and have a passion on automotive vehicle.