Customer Care and Aftersales Business Manager

Job description / Role

Job Purpose: One of the key MEO contact points for a Dealer, with the overall responsibility of achieving total Parts Retail Sales objectives; Service Retention, Customer Satisfaction (SSS TOP BOX), Retail Inventory Management (RIM) Compliance, Dealer Training Certification objectives, Retails Standards and ADBP Customer Focused CCA objectives.

Key Responsibilities:
* Lead dealers to complete GM MEO Business Plan w/ focused and targeted action items and plans to achieve Service retention, Retail Parts Targets, SSS Top Box, FIRFT and overall related elements, Training Certification objectives, Retail Standards, Defined Customer Focused KPIs and Service Capacity requirements.
* Review BP action items and plans on a monthly basis.
* Consult with dealers to ensure financial health by improving profitability
* Dealer compliance with the implementation of Retails Standards in areas of Service, Parts and relevant CRM
* Overall Dealer’s performance analysis and benchmark through Dealer Business Intelligence (DBI)
* Integrate Dealer’s Service and Parts departments streamlining both overall operation and performance
* Travel on a regular basis in order to address customer service and parts development issues, review implementation of agreed initiatives, monitor performance and follow up on facilities (new green fields, minor and major upgrades)
* Lead or support Retail Parts Volume Discussion meetings w/ dealers to finalize and agree on future CY sales volume targets utilizing the forecast tool
* Communicate monthly dealer specific retail parts sales targets, and continuously track performance in line with pre-determined and set objectives.
* Ensure dealer readiness for new vehicle launches (Parts inventory and service/parts training).
* Customer Satisfaction (SSS) tracker report, Voice of Customer (VoC) review and action planning.
* Maintain close cross-departmental integration to ensure support for key overall initiatives and objectives.
* Manage successfully assigned budgets as specified by supervisor
* Prepare accurate Financial Support Requests for funding of dealer tactical retail parts or service retention programs and initiatives.
* Submit, on time, accurate and detailed dealer contact report after every dealer visit (one contact report per dealer visit). *Submit in advance structured visit agendas and on-time travel approval requests.
* Participate in all applicable GM training programs to maintain job proficiency and self-development
* Maintain and update online e-calendar planner schedule (4 weeks in advance).
* Ensure proficiency with GM systems (i.e. EPC4, SAP and DBI)

Counsel with dealers on the overall performance of dealer Service and Retail Parts departments, including but not limited to
- GM Consultative Service Processes
- Product and Customer focused training
- Chevrolet Complete care and Service Lane Program
- Service Advisors and Retail Parts Consultant training

Vehicle Service Delivery Process
- General service footprint territory coverage
- Appropriate use of Service Retention tools

Engage in Projects which will achieve the following objectives:
- Retail Parts Sales Target

SSS Top BOX
- Service Retention Targets for 1st year, 2nd, 3rd, 4th, and 5-year
- Training Certification
- Retail Standards
- Retail Inventory Management (RIM) Compliance
- ADBP Customer Focused KPIs

Service Development
- Implement initiatives as agreed with supervisor per annum and based on agreed deadlines.
- Improving Customer Satisfaction and identifying for dealer what is considered as adequate facilities and service capacity.

Support driving dealers on the improvement and growth of their service business, including but not limited to:
- Customer Satisfaction (SSS)

Retail Parts Growth
- Service retention initiatives
- Customer pay initiatives
- Total customer experience (appointments, same day delivery)
- Service facility productivity, capacity and expansion
- Retail Standards

Training

Focus will be on selling GM Parts through assigned Dealers’ mechanical workshops, body shops, branded Quick Services, ACDelco Service Centers and across the retail parts counters to ensure dealer retail parts targets are met and exceeded. Main responsibilities will be but not limited to
- Dealer has adequate inventory levels for of the shelf availability for service workshop, body shop, parts counter and new vehicle launches
- Training certification for the different positions are properly tracked and achieved
- Effective implementation and utilization of GM MEO’s Retailer Inventor Management (RIM) system
- Work cross-functionally with Sales & Marketing, PR, Communication, CRM, Digital, Product and Program Development to maintain leadership in cost of maintenance

* Other tasks as deemed appropriate to accomplish the job requirements

Requirements

* College degree in business, sales, marketing or engineering
* Two years professional experience in the automotive industry or other customer- centric industry
* Strong Knowledge of dealer business management
* General automotive product knowledge

Skills:
* High level of creativity
* High Project Management skills
* High Interpersonal skills required for internal and external relationships
* High Analytical skills to be able to interpret data and identify trends
* Strong Presentation Skills
* English written and oral skills
* Arabic Language Proficiency is a must

Competencies:
* Relationship Building
* Ability to think creatively
* Ability to travel extensively throughout the region
* Ability to work independently and deal with a high degree of conflicting priorities
* Enthusiastic and proactive approach
* Business focused and Customer-centric

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.