Gowan Auto, importers and distributors of multiple motor brands in Ireland, are seeking to recruit a Head of Aftersales for the Peugeot brand, reporting to the Brand Managing Director.
Key Functions: Responsibility for achieving annual net sales objectives.
Generate positive business impact by driving implementation and performance of key strategic initiatives in the Authorised Repair network, engaging all dealers in all available programmes.
Responsible for the implementation of a sustainable aftersales customer retention strategy.
Harness direct sales via ecommerce opportunities across all available platforms.
Responsibility for all department budgetary controls i.e., sales allowance, commercial expense.
Responsibility for achieving our national CSI targets, working closely with our Customer Care team, maximising opportunities to enhance overall customer experience and drive greater loyalty to the Peugeot brand.
Manage and monitor all aspects of warranty expenses with the Gowan Auto warranty team.
Coach and develop the Aftersales team to maximise all market opportunities.
Create a culture of "can do" and ensure high levels of staff engagement.
Ensure staff development plans and appraisals are in place to meet business objectives.
Key Responsibilities: Sales/Forecasting/Budgeting Develop an annual strategic plan to deliver Aftersales sales objectives in all key channel areas i.e., Retail, Trade, Accessory, Crash etc.
Drive dealer loyalty to Peugeot products & services through consultative engagement and collaboration with dealer network partners.
Drive customer loyalty through the provision of customer-focused and meaningful retail and trade offers.
Use all digital platforms to promote and support customer awareness of aftersales offers & services (including direct sales), ensuring that all communication is compliant with current GDPR standards.
Monitor total parts sales versus budget and forecast, set gap-closing initiatives where required.
Manage the Aftersales team in target setting to ensure alignment with overall budget objectives.
Implement and control quarterly dealer bonus plan, monitor weekly with Network Area Managers ensuring that objectives are on track and that spend is within budget allocations.
Reporting Monitor all Peugeot KPI scorecards, provide feedback and address any out-of-line metrics.
Constantly monitor network aftersales performance.
Ensure dealer compliance with minimum standards for number of aftersales technical and non-technical personnel.
Ensure department is represented at all business-related monthly/quarterly conference calls, at network level and across the wider Peugeot team.
Warranty & Policy Manage and monitor warranty and policy expense levels, participate in monthly reviews, seek assistance from Stellantis Warranty team for appeals and supports.
Manage and monitor dealer performance related to policy spend, ensuring that any customer goodwill gesture is appropriately supported by case history and/or service loyalty to the Peugeot brand.
Responsibility to monitor all safety & non-safety field actions to achieve Stellantis minimum completion rates, where appropriate seek additional recall activity or amend to registered mailing if necessary.
Manage third-party warranty admin, conduct reviews with the provider and escalate any network concerns.
Ensure that all vehicle data related to extended warranties is loaded onto CDK warranty platform for network visibility.
Conduct regular audits with attention to Stellantis Peugeot policy claims on vehicles where a third-party warranty policy is active.
Customer Care Liaise with Gowan Auto Customer Care team, attend weekly meetings and monitor progress of customer and legal cases.
Ensure all customer care escalations are followed up in a timely manner and are effectively managed to conclusion by giving due consideration to mitigating the Company's financial and reputational risk.
Where a vehicle exchange must be undertaken, manage and negotiate best terms ensuring the dealer has adhered to established processes outlined in the customer care guide.
Monitor customer contact records, identify trends where individual dealer behaviour contributes to increased customer care team contact, formally escalate and request dealer review at Gowan Auto Peugeot HQ to address concerns.
Manage customer courtesy car expenses, ensuring adherence to established guidelines, monitor suppliers' ability to manage brand fulfilment rates (using day/brand metrics).
Monthly calls and quarterly reviews should be instigated to address ongoing issues.
Liaise with RAC, review metrics and escalate any customer or network feedback.
Training/Systems/Logistics Liaise with Gowan Auto Training Coordination Manager, ensuring all required Aftersales non-technical training is delivered to support the overall sales strategy.
Implement Peugeot strategy, ensuring full dealer participation in full suite of systems and tools to support overall retention objectives (i.e., Smart BA).
Work with Gowan Auto parts team in conjunction with UK warehouse management to reduce VOR levels.
Follow up daily with Aftersales team on ETA for vehicles waiting on parts with the network VOR form.
Internal/Network Attend Peugeot management meetings, as required, and participate in internal cross-functional meetings on strategic reports.
Deliver key aftersales messages/initiatives to annual dealer conference.
Consult, inform and, where appropriate, negotiate with dealers directly and through participation in Franchise Board and Specialist Aftersales Committee forums.
Key Attributes: 10+ years' Aftersales experience within the motor industry.
Excellent team leader.
Understands and fosters inter-departmental alliances with Sales, Fleet, Marketing and Finance teams.
A strong business and financial acumen, with a thorough understanding of driving profitable sales for the business.
Highly focused, self-motivated and results-oriented, with the ability to thrive in a target-driven environment.
Good understanding of a Franchised Retail operation.
Sound strategic thinker.
Ability to identify and understand market trends, customer requirements and competitive activities.
Supports and demonstrates a strong customer care ethos.
Strong interpersonal skills, particularly the ability to build relationships.
Well organised with strong planning and analytical skills.
Ability to initiate and lead behavioural changes internally and externally.
Seniority level Executive
Employment type Full-time
Industries Motor Vehicle Manufacturing
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