Aftersales Business Manager UK

Our After Sales Business Manager UK is responsible for driving the Aston Martin network excellence in customer satisfaction, commercial performance, representation & insight, utilizing their experience in evaluation to coach and improve critical KPIs & reputation.,

• Responsibility for the activity & target achievement of the Aston Martin dealer network across key performance indicators including:
+ Parts sales & VOR parts supply cases + Accessories sales + Extended Warranties + Customer Satisfaction (through CSI & Mystery Shop programmes) + Dealer Satisfaction + Technical request overview + Client vehicle cases off-road
• Provide business management consultancy services to investors, General Managers & After Sales Directors within the retail network, utilizing available business intelligence tools e.g. composite, ABI & proprietary business intelligence systems.
• Support delivery of Global After Sales strategic pillars with providing insight and expertise in deploying central & regional customer experience programmes.
• Manage compliance to Aston Martin's dealer standards & commercial terms through regular audit programmes (both internal & independent) & address compliance issues.
• Futureproof after sales operations with capacity planning, staffing levels & adequate bays and storage to support growth whilst maximizing commercial opportunity (e.g. investment cases) & minimizing customer inconvenience (e.g. lead times)
• Provide technical case support in liaison with HQ & Regional technical teams for vehicles off-road, escalated customer cases & managing parts backorders.
• Support with customer handling & management including customer care & goodwill assistance.
• Ensure Aston Martin policy & processes are adhered to including warranty management, technical support & after sales reporting through informal & formal dealer staff training.
• Take ownership of customer complaints within own region, and where necessary meet clients to listen to points and reasons for concern, making sure that each step of the process is accurately documented. Manage and liaise directly with parts operations for VOR parts and supply - both at Aston Martin operations and retailer.
• Support regional and HQ Aftersales team with customer handling & management including customer care & goodwill assistance working closely with each local partner steering towards acceptable solutions
  
  Good commercial knowledge and luxury automotive experience, with knowledge of the after sales environment
• Proficiency with business data and performance metrics
• Strong and proven business acumen skills
• Exposure to automotive technical engineering across mechanical, electrical & body (paint & repair)
• High calibre people skills, with the ability to communicate effectively across the business.
• Good understanding of a commercial organization and business processes
Preferred:
• OEM headquarter office experience.
• OEM regional office experience
• Premium/Luxury automotive retail experience
• Marketing/Campaign management experience
• Educated to Degree level, Demonstrates behaviours of our core values: Unity, Trust, Openness, Ownership & Courage
• Organised, initiative-taking & able to work with high levels of autonomy.
• PC literate with experience in proprietary BI/ERP systems
• Excellent knowledge of Excel & PowerPoint
• Fluency in English
• Work permit for the UK.
• Strong numeracy and analytical skills
• High attention to detail and accuracy
• Excellent people skills with the ability to manage complex business relationships.
• An interest in luxury industry trends and the transformation of automotive