Aftersales Brand Lead | Global Aftersales

Job Description

What you will do:Principal 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 practicesand innovation whilst implementing group directives where needed.MIS Support & Business Enabler Team- 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 retentionand 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 profitabilityWarranty & Technical Support Team- Technical Support - Ensures that all product related technical problems reported are resolved with help of the Aftersales Technical Department, and to highlight training needs/ corrective actions to drive service quality. On-time communication to Principal on support or technical issues.- Recall Support - Execution of Recall activity with Principal and internal stakeholders. Achieve the annual target by ensuring awareness to customer, system, parts and process readiness.- Warranty Support ? Seamless execution of Warranty jobs in the Retail network and on-time submission with all required information to the Principal.

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