Tasks
Position overview
The Regional AfterSales Manager will provide field AfterSales support for customers and dealers with emphasis on achieving customer loyalty and dealer satisfaction. Responsible for the market development, performance and operations within the assigned territory for the overall AfterSales business: compliance with agreed business plans, strategic business development, network development, and projects aimed at strengthening the Porsche brand representation in the area of AfterSales. The Regional AfterSales Manager will be responsible for the implementation and achievement of all AfterSales, marketing, and purchasing objectives within the Region. The candidate must be located in the St. Louis, MO or Kansas City, MO area.
Roles & responsibilities
- Develop, implement and closely monitor the business plan for each of the assigned dealers
- Work directly with Customer Commitment and the dealer to resolve owner complaints and ensure that customers are provided the best possible customer experience
- Establish and implement dealer action plans through continuous visits, close monitoring and follow up, keep close communication with Dealer's general manager and after sales managers
- Conduct Service Dealer Reviews and Audits; develop action plans aiming to achieve and maintain a high after sales standard fulfillment
- Monitor dealer's financial performance by analyzing dealer's financial statement; Provide financial and operational advice based on sound business acumen to improve the financial results of the dealer's after sales operations
- Develop and follow through on recommendations designed to enhance the Dealer's After Sales operations and profitability
- Support dealers in realization of strategic After Sales marketing for Genuine and Classic parts and other local sales and marketing activities for Tequipment and Porsche Lifestyle
- Supervise and ensure dealership compliance with CI parameters and guidelines for after sales
- Ensure training participation of Dealers, based on training requirements and needs analysis.
- Responsible for the proper usage of, awareness of, and compliance with Information Technology security policies at Porsche Cars North America.
- Advise Dealer personnel on Porsche Cars North America parts distribution policies, and procedures for the PDC network.
- Seeks to ensure proper retention of electronic documents, business confidential information, and actively demonstrates an understanding of the need to safeguard competitive information in both electronic and non-electronic formats.
- All other duties as assigned.
Qualifications
Education
- BA/BS degree in Business or Marketing, or the equivalent education and experience
Experience
- 5+ years of retail and/or automotive wholesale experience.
- Thorough understanding of automotive retail after sales operations
- Mechanical aptitude for technical knowledge of Porsche cars and/or other European High-line automotive products is required (certification and periodic testing may be required)
Skills
- Languages: fluency (oral/written) in English
- Excellent verbal and written communication skills with direct colleagues, importer/dealer management teams and customers
- Ability to effectively manage multiple projects in always changing and unpredictable market conditions
- Ability to work well without close supervision
- Creative and analytical thinking skills with the ability to develop and manage strategic projects
- Ability to effectively manage and negotiate at importer and dealer level understanding culture and way of doing business
- Highly organized – strong attention to detail
- Ability to set and meet challenging deadlines
- Varying amounts of overnight travel is required, participation in special events (dealer openings, product launches) during evenings/weekends required
- Computer proficiency in Microsoft Office and Outlook
- Well versed in outside vendors surveying programs as it relates to PCNA
- Full understanding of PCNA warranty compliance, goodwill, and systems
Competencies:
- Strong communication skills, both oral and written
- Strong analytical skills
- Strong problem-solving skills
- Exceptional collaboration, negotiation and persuasion skills
- Strong initiative and motivation
Physical requirements
- This job operates in an automotive dealership and office environment. This role routinely uses standard office equipment such as computers, phones, cameras, photocopiers, and filing cabinets. This position will also have frequent work in an automotive dealership facility. While performing the duties of this job, the employee may be exposed to fumes or airborne particles, moving mechanical parts, and vibration. The noise level in the work environment and job sites can be loud.
- While performing the duties of this job, the employee is regularly required to talk, hear, sit, stand, move, use hands to finger, handle or feel, and reach with hands and arms. The employee must occasionally climb, stoop, kneel, crouch, crawl, lift and/or move up to 35 pounds.