Hybrid Aftersales Area Manager – Automobile

at Honda Motor Europe Ltd

• Job title: Aftersales Area Manager – Automobile
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Cambridge, United Kingdom

About the role

• Aftersales Area Manager overseeing customer satisfaction and dealer performance for Honda automotive. Building strong retailer relationships and implementing operational best practices for business growth.

Responsibilities

• Reporting to the Automobile Aftersales Section Manager
• Act as the key after sales interface between Honda and the retailers, building strong, supportive relationships in order to drive commercial results.
• Agree targets and development plans with retailers, monitor progress and provide guidance to ensure delivery in line with national / area targets.
• Identify and meet training needs, either directly or through Retailer Development, to maximise commercial performance and promote brand image.
• Work with Retail Development and Sales colleagues to assess candidate prospects for potential retailers, providing local after sales expertise to maximise commercial performance and minimise risk within the retailer network.
• Analysis and Achievement of parts, retention products, eVHC (Electronic health check) and PM (Periodic Maintenance) visit targets, with the implementation of countermeasures where required.
• Implementation of Honda eVHC into selected retailers, to maximise dealer upsell opportunities and implement best practices.
• Agree and implement measurable improvement plans with the Senior Dealership Management Team, using TQM (Total Quality Management) processes.
• Implementation and management of Aftersales Development Programme from start to conclusion – AM360
• Ensure full Retailer adherence to all Aftersales Franchise Standards and Business Terms
• Carry out detailed retailer performance analysis and reporting to keep senior managers informed and to contribute appropriate recommendations that will improve business results.
• Use composite data and local market information to build a strong understanding of current performance, pre-empting and minimising negative impacts on Honda’s After Sales performance.
• Requirement to submit bi-weekly forecasts versus set objectives and flexibility to respond to ad hoc reporting requests.
• Analysis and Achievement of aftersales CSI (Customer Satisfaction Index) Overall Satisfaction scores, with the implementation of countermeasures where required.
• Build and maintain relationships with colleagues around the business in order to be aware of relevant issues and opportunities.
• May act as a point of escalation for customer problems in order to resolve issues and improve the customer experience.

Requirements

• Required Experience in an automotive aftersales environment.
• High level of commercial interest is required, as role requires hands-on support of commercial business.
• Good knowledge of MS Office skills (especially Excel and PowerPoint).
• Good English skills are required (written & spoken) for international communications.
• Good communication and negotiation skills.
• Good time management skills and a flexible approach to work prioritisation and scheduling
• Well organized and analytical skills to think effectively in a cross-functional manner.
• Desired A wide understanding of the Honda organisation and knowledge of the external market.
• Experience in Dealer service/workshop environment.

Benefits

• flexibility for when you work
• flexibility to request to work from home 2 days per week
• experience in an automotive aftersales environment