Principal, Aftersales Business Development (Alabama / FL Panhandle)

Aufgaben

About Us

Mercedes-Benz USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values. Our products and employees reflect this dedication. We are looking for diverse top- notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

Job Overview:

Maximize the performance and growth of the Mercedes-Benz USA Customer Services business by driving parts revenue opportunities through customer pay and wholesale, in support of new and pre-owned vehicle sales. While maintaining a continuous focus on enhancing customer satisfaction as a key driver for retention and long-term brand loyalty.

Ensure that dealer partners are high-performing, profitable, well-trained, client/community - focused, and competitively positioned in the market. Lead the implementation of policies, processes, and programs that facilitate the successful execution of MBUSA’s network strategy while achieving the business objectives defined by the Sales, Parts, Services, Product, Engineering, Training, and Marketing teams.

This role requires a balanced approach of both onsite and virtual support of assigned dealers to ensure continuous dealer engagement, capitalizing on business development opportunities, and fostering long-term growth across all revenue streams —vehicle parts, service contracts and vehicle services—while focusing on increasing customer retention and satisfaction.

Drive the implementation of industry-leading retail network strategies that support MBUSA’s and Mercedes-Benz AG’s product, parts, and services objectives, including solutions that deliver superior online-to-offline (O2O) customer experience.

(Field support role with frequent travel – Based in Alabama/Florida Panhandle)

Responsibilities:

Business Development & Performance Consulting (75%) Expectations

• Field-based, with up to 75% travel to dealers and dealer groups, providing direct on-site (or virtual) support to foster business development and performance improvements. Focus on increasing repair orders, vehicle service, parts sales, service contract sales, and customer retention opportunities, while identifying innovative methods to reach new customers and drive revenue growth.
• Collaborates with MBUSA headquarter teams to implement strategic business initiatives and identify growth opportunities, particularly in repair orders, vehicle throughput, and service offerings such as Express Service and Mobile Service.
• Explore new ways to expand customer reach, enhance profitability, and improve operational efficiency.
• Builds and maintains strong, supportive relationships with dealership management, operational teams, and vendor partners. Focuses on fostering long-term partnerships that drive sustained profitability, expand service capacity, attract new customers, and boost customer loyalty.
• Executes MBUSA’s strategic plans, guiding dealers through performance initiatives, process improvements, and targeted business development efforts. Works on strategies to enhance service revenue, repair orders, parts sales, and service contract sales while identifying new revenue streams and improving overall customer retention.
• Provides expert guidance to dealer management teams in areas such as service shop throughput, repair order volume, Express Service, Mobile Service, and customer experience.
• Focus on increasing repair orders, vehicle service, parts sales, and service contract penetration by targeting operational KPIs, shop efficiency metrics, and customer experience indices (CEI). Implements creative solutions to drive higher service volumes, uncover new revenue opportunities, and build long-term customer loyalty.
• Collaborates daily with Network, Sales, Pre-Owned, Customer Services, and Marketing teams to analyze performance trends, interpret data, and consult dealers in real-time.
• Designs and execute actionable business plans that support MBUSA’s parts sales, service contracts, and repair order volume goals.
• Ensures consistent growth in dealer performance by focusing on attracting new customers, increasing service capacity, identifying untapped revenue opportunities, and maintaining high-quality service to reduce vehicle repurchase risk.
• Works with dealers to identify training and development needs that enable them to increase shop throughput, expand service offerings like Express Service and Mobile Service, and improve customer retention.
• Guides dealers in finding innovative strategies to engage new customers and streamline operations.
• Manages and tracks performance metrics and KPIs with a focus on optimizing repair order volume, shop throughput, and service revenue.
  
  

Process / Program Compliance (10%)

• Utilizes MBUSA defined tools, methods and policies in consulting dealers. to improve their dealer performance, driving business development actions, and ensuring dealer success.
• Implement processes that focus on long-term sustainability, business growth, and performance consistency across MBUSA’s network.
• Maintains accurate and timely documentation of all projects, onboarding efforts, and performance improvement strategies to ensure efficient execution and tracking of business objectives.
• Regularly collaborates with internal teams to align and optimize standardized processes that drive revenue, market growth, and improved dealer performance
  
  

Facility Management & Brand Compliance (5%)

• Ensure that dealership facilities consistently meet Mercedes-Benz brand standards, maintaining a high-quality, professional environment that aligns with the company's image and customer experience expectations.
• Support dealers by identifying and addressing any areas of non-compliance with brand standards, including showroom layout, signage, lighting, and facility design.
• Ensure that all dealer contacts and facilities interactions focus on compliance with Mercedes-Benz’s brand identity, health, safety, and environmental regulations.
• Frequent alignment with Dealer Development Project Managers to ensure that all facility upgrades, repairs, and maintenance activities are in line with MBUSA’s long-term brand strategy and operational needs, balancing brand requirements with operational efficiency.
  
  

New Dealer Onboarding (5%)

• Collaborate with Network, Sales, Pre-Owned, Customer Services, and Marketing teams to develop and execute a standardized, efficient new dealer onboarding process.
• Ensures all new Dealer Points are equipped with the necessary inventory, training, tools, and systems prior to the grand opening or certificate of occupancy date, setting the stage for early success and revenue growth.
• Supports new dealers in maximizing their initial customer base and sales performance by providing tailored, strategic business development support
  
  

Team / Cultural Development (5%)

• Fosters a culture of collaboration, innovation, and transparency within the organization, driving initiatives that support both team development and long-term business success.
• Leads projects with a focus on transformation, with the target of continually improving the business and cultivating a forward-thinking environment for all employees
  
  

Qualifikationen

Qualifications

Education

• Degree in Automotive Management, Business Management, Finance, Economics, Retail Operations, Statistics, Engineering, or a related field preferred; or a minimum of 10 years of relevant experience.
• Strong understanding of automotive retail, with an emphasis on New Vehicle Sales, Pre-Owned vehicles, parts and service, and customer experience. A deep understanding of business principles that drive success and profitability in a dealership environment is essential.
  
  

Experience

• Over 7 years of proven experience in Sales & Aftersales Retail/Wholesale operations, with a focus on business development and increasing revenue.
• A minimum of 5 years with Mercedes-Benz USA or Mercedes-Benz AG, or equivalent OEM experience, with a demonstrated track record of success in driving dealer growth and profitability.
• Expertise in retail sales, after-sales, and marketing processes, with experience leading teams (direct or indirect) to achieve performance goals and grow the customer base.
• Proven ability to communicate and collaborate with C-level executives and senior leadership to align business development strategies.
  
  

Skills

• Self-Motivated and Go-Getter mentality are critical to success in this role. Proficient at building and maintaining collaborative relationships with internal and external stakeholders, with a primary focus on growing dealer businesses, increasing market share, and optimizing service and parts operations.
• Deep passion for the automotive industry and customer-centric sales practices, with a strong understanding of fixed operations, automotive repair processes, and their contribution to dealership profitability.
• Knowledge of engineering principles related to vehicle diagnostics, repair, and service, with the ability to identify and implement process improvements for high-quality service delivery.
• Working knowledge of quality management systems, with a focus on improving service quality, reducing vehicle repurchase risks, and optimizing repair workflows to increase service volume.
• Strong business development skills, enabling the identification and implementation of strategies to expand dealership revenue streams and attract new customer segments.
• Exceptional organizational and planning skills with the ability to manage multiple priorities and lead cross-functional projects to completion.
• Strong public speaking and communication skills, particularly in delivering persuasive, data-driven presentations to senior management and dealership leadership.
  
  

Additional Information

Special Knowledge

Knowledge/awareness of federal and state Franchise laws is a plus.

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.

Benefits

Mit­arbeiter­handy möglich

Mit­arbeiter Events

Gesund­heits­maß­nahmen

Betrieb­liche Alters­ver­sorgung

Mobilitäts­angebote

Flexible Arbeits­zeit möglich

Mit­arbeiter­rabatte möglich

Coaching

Mit­arbeiter­beteili­gung möglich

KontaktMercedes-Benz USA, LLC

One Mercedes-Benz Drive30328 AtlantaDetails zum Standort

Adrienne Chavis E-Mail: adrienne.chavis@mbusa.com

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