Role Summary

• Responsible to develop and implement After Sales strategy in alignment with guidelines from HQ
• Responsible that customers receive a luxury service experience
• Responsible for parts and accessory sales, service loyalty and dealer operating standard to be aligned with regional objectives
• Responsible that all legal activities are managed according to the respective law in place

Role Responsibilities :

Parts and Accessories (25%)

• Defines long and short term sales volume planning for parts and accessories
• Defines annual dealer targets and monitor region and dealer performances
• Develop marketing plan to promote products, service and sustain volumes
• Assure dealers promote and sustain products through proper marketing plans
• Monitor customer loyalty and implement actions for improvement
• Support VWGoA for product importation
• Oversees local P&A warehouse operation
• Support parts logistics for motorsport to ensure sufficient stock at events

Training After Sales / Sales (15%)

• Ensure a proper training program to all After Sales / Sales Roles at dealership
• Monitor the execution and correct participation of dealer personnel

Vehicle Logistics (15%)

• Oversee vehicle logistics from a technical point of view ( Port processor / trucking )
• Manage importation of special vehicles

Technical Support (15%)

• Assures that proper technical support is provided to dealers monitoring Quick Claim system and customer complaint cases guaranteeing a timely closure
• Escalates difficult technical cases to HQ

Customer Care Management (15%)

• Ensure customer cases are resolved and is responsible to manage trade assistance and mediation / arbitration situations
• Monitor lemon law and buyback cases in collaboration with VWGoA Legal and Product Liaison department

Warranty Management (15%)

• Monitor warranty processes and warranty costs
• Council and advice Service Area Managers on goodwill decisions and monitor costs

Qualifications

Qualifications :

Years of Experience :

Minimum 12 years automotive experience

Education Required :

Bachelor’s Degree in Business, Marketing, Finance,Engineering, or related field

Education Desired :

Master’s degree preferred

Skills :

• Analytical and conceptual thinking using logic and reason, creative and strategic
• Communication skills interpersonal, presentation and written
• Computer savvy skilled in the use of software
• Integration joining people, processes or systems
• Influencing and negotiation skills
• Problem solving
• Resource Management

Practical & Technical Knowledge

• Strong automotive expertise in After Sales processes
• Strong automotive technical knowledge
• Retail sales management experience
• Strong experience in automotive Customer Care
• Legal automotive knowledge
• International company knowledge with strong liaison to HQ in Europe

Last updated : 2024-05-23