Bentley area after sales manager
- gro000973 - fully remote primary location united states-virginia-reston
Role summary
This role is responsible for leading the development and delivery of the americas aftersales plans and customer loyalty and engagement initiatives to support the delivery of our revenue targetsThis role will implement the bentley motors brand and aftersales strategy for all parts, service, customer support, customer experience and dealer management areasThis role will be measured against the business annual targets whilst maintaining a luxury brand experience in the americas.
Role responsibilities
Performance enhancement & development
Work with the senior leadership and across the organization and across the dealership (dealer principals, general managers, aftersales directors) for facilitating application of various approaches, methodologies and business practices to meet strategic targets.
Review financial and composite data to understand trends and provide feedback for meeting revenue and company targets
Create monthly contact reports and action plans to identify the impact of programs had on larger business goals, such as increasing sales, improving market share, or enhancing customer experience
Influence and engage dealers in new programs to drive parts, accessory and branded goods performance and create action plans for growth to meet yearly revenue targets
Serve as a consultant, identifying after sales problems and working with the dealership management team to develop creative and innovative solutions to any problems and develop action plans to then implement those solutions.
Assist the dealers in fully utilizing bentley parts and service marketing programs
Develop / manage customer relationship and loyalty engagement
Review the customer experience management report with dealer personnelIdentify trends and implement action plans to ensure “right first-time fix”
Develop and implement the seven step processes to manage customer concerns and workshop efficiency
Mediate serious customer concerns (customer/dealer/bmi).
Ensure customer relations cases are resolvedSupport litigation efforts and provide evidence to the customer concerns manager and legal teams
Monitor warranty costs / develop expense reduction processes.
Monitor for dealer compliance with bentley processes and procedures, providing training and counsel when needed.
Advise dealer on warranty processes and actively control warranty costs.
Discuss and approve goodwill decisions, monitor costs.
Manage and support live warranty audits / monitor performance against action plans.
Monitor the use of the customer concerns channel and diss processes to influence consistent brand response to repairing and servicing our vehicles.
Manage implementation and adherence to bentley brand standards
Ensure the dealer environment meets dealer operating guidelines / proficiency and corporate identity including; review staff training needs, workshop capacity, and showroom compliance.
Comprehensive understanding of all the business processes, policies, procedures.
Training: ensure that area dealerships meet sales and product related certification and training requirements
Education
Bachelor’s degree in automotive management, business, or related field desired
Skills
Advanced negotiation skills
Well-developed written and verbal communication skills
Outstanding communicator; an individual who possesses superior written/verbal communication skills, as well as the ability to present his/her views in a clear and compelling manner.
Experience in facilitating and managing several projects simultaneously.
Self-motivated and entrepreneurial
Experience with luxury brands and customers.
Work flexibility
Considerable travel throughout the region
Volkswagen group of america is an equal opportunity employerWe welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.
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Posted 4 days ago
