National Aftersales Manager

National Aftersales Manager

INEOS Automotive – Built For More

Story so far

Since we started our journey to build a no nonsense 4X4, we’ve come a long way. We’ve established INEOS Automotive as a serious contender in 4X4 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.

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 role holds 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 Canada, Latin America and the Caribbean.

Responsibilities include, but are not limited to

• 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
• 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

Preferred Qualifications:

• 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
• Experience within the automotive industry and demonstrated aptitude in service, parts and accessories operations and distribution fields essential
• Previous experience of creating and successfully delivering service and customer satisfaction strategies and retention-related programmes informed by retailer/customer feedback and market data
• Experience leading both a direct team and a matrixed organisation of external stakeholders and agency partners
• Strong financial acumen and analytical ability, with a clear understanding of retail partner accounts, performance indicators and drivers of performance
• 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. Please include a covering letter that supports your application along with any other supporting information.

If your application is successful one of the team will be in touch to arrange an initial conversation!