Aftersales Brand Lead

Job Description

Overview of the role:The role is responsible to manage the Brand Distributor functions and support Retail operations to achieve the business objectives. As the key point of contact for the brand Principal, the role responsibility is to manage the principal interaction and engage relevant stakeholders to deliver the desired business plan and initiatives for annual and mid-term plan. In parallel, role is responsible for directly managing the annual & mid-term business plan preparation, and Recall management, Principal visits on branch audits, Aftersales Marketing plan implementation with clear roadmap of Quarterly campaigns, Customer Retention product implementation and support to Retail network through MIS Reporting, system package support, and SMC administration.This role will work closely with the brand performance office to achieve the budgeted net sales, gross margin, net profit and CSI/NPS for the respective brands service locations in the KSAÿWhat you will do:ÿPrincipal Management

• Relationship management ? To nurture a strong relationship with the principal that ensures the potential of the brand in the region is maximised through creating win-win collaborative action plans and enabling agility and adaptability to navigate change.
• Principal Engagement - To act as key point of contact with Principal for all aftersales areas and engage relevant business function to prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy.
• Annual and Mid-term Plan ? Develop, align, and monitor execution of strategy and action plans agreed with Principals. Financial, operational and Customer KPI target alignment and achievement.
• Principal audit visits ? Responsible for planning and execution of Principal audit activities in both Service and Parts area. Follow up activity with branches on action plan progress to improve the gaps.
• Reporting ? Responsible for delivering the on-time information sharing for KPI performance and program activity status.
• Best Practice Engagement - engage and liaise with Principal and other external stakeholders to bring best practices and innovation whilst implementing group directives where needed.

• Business Planning Support - To prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy
• Brand Budgeting ? To prepare the annual budget based on the budget guideline, Units in Operation (UIO), future sales performance, past achievement, and market trend to meet the business plan
• System Support ? To maintain Service package for menu pricing and SMC contracts in the DMS (SAP) through MIS team.
• Business Plan ? Responsible to prepare and present the budget, annual reviews and business initiative information deck for MD, Finance and COE function.
• Customer Retention ? Develop and execute customer retention programs with support from COE, Marketing, CRM and Retail team. Continuous drive to identify new ideas and opportunities to improve the customer retention and experience.
• VIN Visits ? Work closely with Retail, CRM and Call Center to improve the VIN visit. Prepare and monitor monthly customer contact list based on mileage, market trend and deferred jobs. Identify reasons for lapped customer and execute mitigation plan.
• Reporting: Provide actual vs target performance and dispersion management data to Performance office though MIS team.
• Aftersales Marketing - With support from the Marketing department, design, plan and implement marketing campaigns including promotions for created initiatives to maximise revenue potential and meeting business plan agreements.
• Quarterly campaigns ? Plan and execute the quarterly campaigns for Service and Parts
• CRM - To develop, implement and improve CRM activities to improve customer retention and service coverage ratio by proactively anticipating the changing customer needs and demands
• Incentive Programmes ? Identification and development of effective incentive programmes to mobilise the workforce to maximise revenue and profitability

• Value Chain - To support implementation of reasonable and competitive products in the market.
• POS Customer Engagement ? plan and execute online and offline promotions & customer engagement at the right place and points of sale
• Innovation ? be a source of inspiration and innovation through critical analysis of the business & working collaboratively in agile teams to develop and execute transformation
• Feasibility Study ? Prepare feasibility plan for the new business initiative

• HR Strategy ? Along with Retail department, will support the implementation of agreed strategy for HR management and development including search and recruitment, succession planning, motivation, culture and attitudinal development, performance appraisals, workforce planning and quality management issues. To proactively grow employee engagement scores through impact planning and appropriate interventions.
• Saudization - To achieve the company objective on Saudization through effective talent management, and creating an environment that attracts, develops, and retains local talentÿ

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