National Aftersales Manager

INEOS Automotive ? Built For More Since we started our journey to build a world class, no nonsense 4X4, we?ve come a long way. We?ve established INEOS Automotive as a serious contender in vehicle development and manufacturing. We?ve partnered with some of the biggest names in the automotive industry. We?ve made our way from vision to prototype. We?ve secured a world-class production facility and delivery team. We?ve delivered Grenadiers to customers all around the world. We're building our double cab pick up, the Quartermaster. People and Culture Easy never changed anything. Not in manufacturing, science, engineering or energy ? and certainly not elite sport. At INEOS we tackle every challenge head-on, and we help extraordinary athletes achieve extraordinary things. When it comes to making positive change, we know nothing gets done without grit, rigour and humour. Our Automotive team consist of around 1500 employees, 10 locations and 44 nationalities, we?re an international team working together to challenge the ordinary. If this sounds like you, let's talk. Your role: The field team?is responsible for?direct dealer engagement; the National Aftersales Manager sets direction, manages?performance?and removes barriers.Working closely alongside the?Head of Aftersales for the Americas, the?National Aftersales Manager?is?responsible for?the?brand reputation management amidst internal and?external?customers as well as?the customer journey and?all aspects of service delivery, vehicle quality, aftersales network capacity management?& development,?warranty & goodwill management,'service and recall actions?and?real-time monitoring of Grenadier customer satisfaction across the Americas Region. The scope of this role spans?responsibility for?all?field and customer service?functions?related to aftersales?and will?encompass?North American markets?immediately,?with expanding remit and responsibility?for?markets across?Latin America and the Caribbean. Responsibilities include (but are not limited to):

• Drive fixed ops profitability across the dealer network, including service?labor, parts,?accessories?and F&I products, with clear targets at the retailer level?

• Own and execute key aftersales programs including service marketing campaigns and customer retention initiatives?

• Lead, develop and performance-manage a team of Regional Aftersales Managers and Vehicle Support Engineers, with clear KPIs and regular structured coaching?

• Delivery of Regional?Service?Delivery,?Service Quality,?Parts Availability?and Customer Satisfaction (NPS) targets?

• Act as the champion for vehicle quality, collaborating in real-time with dealers on product performance and quality issues and acting as conduit to HQ teams?on continuous improvement.?

• Develop and agree'service,?parts?and accessories'sales targets down to individual retailer level, aggregating?plans up to market and then regional level and managing performance to deliver targets?

• Minimisation of?Warranty expenditure through proactive engagement of both retail network and?central HQ functions?with fast identification and rectification of vehicle and systems issues?

• Creation of market-specific'service?programmes?aimed at enhancing vehicle performance, customer'satisfaction?and customer retention?

• Delivery of effective service, parts and warranty training and accreditation programmes, including the implementation of I.T systems to improve dealer effectiveness and customer service?

• Management of?multiple Roadside?Assistance?providers for the Region, creating monthly?forecasts?and predictions to ensure adequate coverage for the Grenadier vehicle parc?

• Closely manage'service, parts and accessories?process and systems, working with the?Head of Aftersales, to ensure proper utilisation of'service booking,?parts?ordering?and CRM tools?

• Monitor and drive lead / prospect?creation?through the service?process,?identifying?opportunities for?up-sell and especially retention of in-life Grenadier customers, creating campaigns and promotions?accordingly?

• Lead and mentor the team of?Regional?Aftersales?Managers?and Regional direct reports?to create constructive and healthy relationships with their network partners,?driving?towards?effective service delivery across the network,?positive NPS scores, high?customer?retention?and overall'service,?parts?and accessories?profitability?through'setting?ambitious but achievable?targets??

• Provide regular input and make specific recommendations in relation to'service'strategy, network standards,?Customer Journey processes and regional budgeting processes?by collating and distilling market team feedback?and presenting?to the Regional EVP and Central teams?

• Deliver a comprehensive, measurable?customer journey built around retention and loyalty?

• Lead, develop and inspire?the direct and matrixed?team through one to one's, personal development'schemes?and mentoring & development opportunities??

• First and foremost???the appetite and ability to thrive in?uncertainty and create structure,?clarity?and process where none exists, motivating and inspiring your team, colleagues and business partners while doing so.

• Bachelor's Degree, Post-graduate degree a plus?

• Experience within the automotive industry?and?demonstrated?aptitude in'service, parts and accessories?operations and distribution fields essential?

• Proven?track record?(10?years)?in an automotive environment, working and collaborating with retail networks, groups,?investors?and Distributors?

• Previous?experience of?creating and successfully?delivering'service and customer satisfaction'strategies?and?retention-related programmes?informed by retailer/customer feedback and market data.

• At least?10?- 15?years? experience leading both a direct team and a matrixed organisation of?external stakeholders and agency partners?

• Demonstrated experience in?the creation, setting and delivery of?Aftersales?targets,?engaging a diverse group of partners?to?create, embed and optimise processes?that maximise customer satisfaction, minimise warranty spend?and optimise service levels to both the retail network and the end customer??

• Proven?track record?of?developing and?creating successful programmes?leading to enhancement of upsell, customer paid?and end-of-life retention?? often?running? multiple?concurrent programmes across multiple channels?

• A?data-led?network?champion, capable of?working at ?eye level? with partners at various levels within retail partner companies to understand local market situations and work to tailor?processes and programmes appropriately.?

• Very strong?financial acumen?and analytical ability, with a?clear understanding of retail partner accounts, performance?indicators?and drivers of performance?

• Driven and motivated to create a high performing,?digitally-led?Aftersales?process?and ensuring retail partner appreciation of and ability to?leverage'systems and?processes?to meet the expectations of the customer?and continually improve engagement and satisfaction?

• Exceptional communication, persuasion and relationship-building'skills and experience of working with and influencing'senior'stakeholders??

• Strong business acumen and?a good level?of commercial awareness??

• The skill and ability to develop, nurture and cement constructive and?mutually-beneficial?relationships with external partners?is?paramount?

If the role sounds of interest and you want to learn more please apply.