Aftersales Marketing Manager

Job description / Role

The purpose of this position is to manage the Aftersales Marketing activities covering Service, GM & ACDelco Parts and lead the Accessory program development. The incumbent will fully manage the Aftersales marketing budget and be the strategic lead to the field team on various initiatives and the single point CCA communication lead into PR and Communication and dealer retail forums like the LMG.

Key Responsibilities:

Service Marketing
- Define and implement the Strategy for After Sales Retail to increase Customer Retention and Loyalty
- Liaise with Customer Value Management and Research teams to track and measure service retention trends
- Be the single point contact for Aftersales communication with PR and Communication
- Be the Aftersales voice in LMG and other dealer facing activities
- Work in close cooperation with Vehicle Marketing to develop an integrated Aftersales Communication including mid-term goals and short term tactical campaigns.
- Develop and implement service contracts and full Service offers for all Customer Segments.
- Implement attractive service contract schemes that are competitive and attractive to our customers including retail and small fleet SME.
- Manage the SLP development and promotional budget ensuring forecast and actuals within the maximum permissible limits
- Deliver the SLP process by engaging the SMEs namely Readiness, Parts Pricing and Finance to layout the various activities leading to the launch
- Integrate with planning to ensure SLP availability at the requisite gate in the process
- Coordinate market research to understand the service and menu parts pricing for competition vehicles
- Ensure availability of SLP related collaterals namely printed matter, kiosks, vehicle websites and any other touch points that may assist in promotion of the SLP
- Support research activities that contribute to the development of effective after sales communication strategies and execution.
- Manage communication activities both ATL and BTL as they relate to aftersales
- Ensure all current platforms such as Facebook, Twitter and Youtube are managed and improved. New platforms can be added based on the trends in the region

GM Parts & ACDelco Marketing
- Manage the advertising and promotional budget ensuring forecast and actuals within the maximum permissible limits
- Work with the advertising agency to develop and implement the activation program as required by sales team
- Develop, update and release POS material and cataloging as would be required by sales and product teams
- Update the brand image manual for retail signages and delivery vehicle branding
- Be the gate keeper for all brand image and CI
- Work with the adverstising agency to develop and maintain the ACDelcoArabia website regularly
- Maintain a deep understanding of the digital and social media landscape and emerging trends & technologies

Accessories Program Management
- Develop and implement a comprehensive Accessory Strategy for the entire ME
- Identify key Accessories (by model) stock keeping unit (SKU) “Go to Market” Quick & High Revenue generator
- Drive key initiatives to achieve contribution margin (CM) & sales objectives for Accessories
- Develop and execute Accessories programs to raise awareness of Genuine GM Accessories and engage customers and Dealers to generate additional sales opportunities
- Develop and execute POS, Accessories brochures, website content
- Incorporate accessories marketing promotion into LMG
- Assist in the execution of Accessories marketing programs including creative requirements, Dealer bulletins, sales and pricing analysis, performance tracking and post analysis
- Developing Accessories Forward Planning & business case development with the aid of Marketing Managers.
- Develop volume forecasts and targets in cooperation with Sales & Planning
- Lead the integration of digital and social media activities within the GM MEO marketing, communications and customer service functions

Requirements

- Bachelor degree required, MBA preferred
- Minimum 10 to 15 years experience in Automotive Aftersales with at least 5 years in a leadership position
- Exposure to Service, Parts and Accessory Business
- Solid background in Marketing and Communications

Skills:
- Very strong at Multi-tasking
- Strong presentation skills
- Excellent communication skills
- Excellent leadership skills
- Analytical bent
- Team player looking for cross functional opportunities
- Computer Proficiency; very good Excel skills; good Powerpoint Skills

Competencies:
- Strategic Agility
- Planning
- Business Acumen
- Functional/Technical Skills
- Dealing with ambiguity

About the Company

General Motors Company (NYSE:GM, TSX: GMM), one of the worlds largest automakers, traces its roots back to 1908. GM and its strategic partners produce cars and trucks in 31 countries, and sell and service these vehicles through the following brands: Buick, Cadillac, Chevrolet, GMC, Holden, Isuzu, Jiefang, Opel, Vauxhall and Wuling. GMs largest national market is China, followed by the United States, Brazil, the United Kingdom, Germany, Canada and Russia. GMs OnStar subsidiary is the industry leader in vehicle safety, security and information services.

With its global headquarters in Detroit, GM employs 209,000 people in every major region of the world and does business in more than 120 countries. GM is headquartered in four major locations: GM Europe; North America (GMNA); South America; and GM International Operations (GMIO) is located in Shanghai, China. GMIO covers Asia Pacific and Middle East.

GM Middle East started in 1920s and the brands that are sold in the region are Cadillac, Chevrolet and GMC supported by a unique set of customer-focused services. GM parts and accessories are sold under the GM Parts and ACDelco brands. The regional office in Dubai covers the companys operations in Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, UAE and Yemen in 20 dealerships.

GM has 2 facilities here in Middle East one is in Dubai World Trade Centre and the other, Middle East Distribution Corporation, which is located in Jebel Ali.