Customer Service Program Manager – Automotive

Job description / Role

A luxury automotive manufacturer requires a seasoned Customer Service Program Manager, ideally with Aftersales experience and from only within the Automotive industry:

Key Objective:
• Identify and implement the necessary Key Levers, Programs and tools to all markets to aid and assist with KPI’s set out in 2014_15 budget,
• Contribute to overall MENA Customer Loyalty, profitable revenue and exceed pre-set annual and future business plan targets.
• Working alongside the customer service managers, confirm comprehensive roll out, pilots and launch plans for the whole region for various programs.
• Develop all key levers and programs and measurement of each ones success.

This position will report to the Lead Customer Services Manager.

The Responsibilities

• Manage the 2014_2015 customer Service Programs to deliver the business objectives of the Regional Office & Overseas Operations
• Monitor and Measure regional cost of ownership
• Identify regional key opportunities to address and reduce cost of ownership
• Conduct regular parts pricing surveys across all markets.
• Monitoring performance using suite of reports and iramsys feeding back to the Customer service team, all findings, observations and recommendations.
• Creation of additional supporting processes and tools to support an industry leading customer experience
• Increase Customer Loyalty & Retention levels across the region to benchmark target levels
• Agree and confirm time plans and implementation timing’s for all key programs.
• Identify new program opportunities from other manufacturers
• Support the Customer Service Managers with market specific needs and requirements for detailed programs and needs
• Understand the competitive benchmark position across the region in terms of customer experience, seasonal offers, pricing and retail environment
• Carry out regular and comprehensive competitor analysis in all markets
• Identify opportunities and execute plans to increase vehicle retention / active vehicle parc
• Manage each program implementation to ensure all personnel have a full understanding and confident of overall objectives.
• Preparation of all business cases for any program opportunities identified.

Requirements

• Minimum of degree level education in related area
• Background in Aftersales, ideally with experience in service and workshop related roles
• Minimum 6 years Automotive experience preferred
• Excellent knowledge of Word, Excel & PowerPoint
• A comprehensive understanding of Dealer Management Systems (DMS)
• Experience in implementation of automotive dealer standards
• Experience of developing a strategic business & delivery plan
• Experience in the management of successful teams
• Fluent spoken and written English (French & Arabic would be beneficial)
• Flexibility to travel extensively and at short notice throughout the MENA region

About the Company

Inspire Selection is an award winning recruitment agency, headquartered in Dubai which recruits across the Middle East region. We employ highly knowledgeable, professional consultants who are experts in connecting the right people with the right opportunities. Our reputation has been built upon our honesty, integrity and our ability to source candidates of the highest calibre right across our specialist sectors. As a result, we are recruitment partners to a wide spectrum of organisations - from leading blue chip companies to smaller, local businesses. Sectors we cover include HR, Administration, Finance & Accounting, Legal, Sales & Marketing including Digital Marketing, IT, Oil/Gas/Energy, Engineering, Procurement, Manufacturing, Higher Education.