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  • Job reference: RMS0199200

Head of Aftersales Operations

  • Sector: Automotive
  • Location: London
  • Job type: Permanent
  • Date posted: 07/09/2018
  • Duration: full time / permanent
  • Time left:
    d h m s
    (05/10/18)
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The Role:
Purpose of the job:

Working closely alongside the Commercial Director and wider Commercial team this role is required to create, develop, implement and deliver the Aftersales Operations strategy which is so critical to the establishment of Our Client's credibility in the market. The Head of Aftersales Operations will require extensive experience of all aspects of Aftersales within the Automotive industry. They will be integral to the process of establishing a new aftersales plan, to underpin the worldwide launch of a new brand and vehicle through its worldwide launch, and to support it thereafter.

Accountabilities:

- Develop relationships with key stakeholders including suppliers, partners, media, key opinion leaders relative to our business; understand the key requirements and competitive forces in the markets in which our client operate; research, review and feedback on the trends that will impact the Aftersales plan as it is developed; create and develop the strategy to build an exceptional customer following and customer engagement.
- Implement, develop and deliver the Aftersales strategy for the business as determined by the Commercial Director; develop long-term plan for aftercare and support of the product over its lifecycle; build relationships with key stakeholders within the business; lead, motivate, coach and inspire employees and direct reports.
- Define, develop and implement a fully-costed worldwide Aftersales programme and campaign to support start of production and beyond, consistent with brand values.
- Responsible for all aspects of the customer post-purchase experience, the initial focus will be required on researching, developing and launching an Aftersales programme
- In conjunction with the Network Development Manager, establishment of service networks across all planned markets ahead of their respective market entry dates as well as the development and roll-out of warranty programme worldwide
- Accountable and responsible for the production and maintenance of project plans within the overall customer experience programme, managing cross functional work streams across the business and ensuring delivery within scope, on time and on budget
- Set up a parts distribution system focused on minimizing down-time for owners.
- Set up of parts system, consolidating supplier parts and accessories to be distributed
- Create, develop and implement the role out of a training programme for service, parts and warranty teams
- Establishment of customer-oriented KPIs for the after-sales operation worldwide
- Management of after-sales budgets, delivering prescribed and agree bottom line performance for the after-sales business
- Due to the global nature of the responsibilities of the role, and the demands of a progressive new company, flexible working arrangements and an element of foreign travel is anticipated
- Development of crisis management and contingency plans in the event of product issues, recalls or field service actions

Organisational Structure:

- Reporting into Commercial Director
- Close working relationship with the Network Development Manager, Product Manager and Head of MarComs to develop an integrated plan for product launch
- Responsible for 3-8* direct reports which will be further defined in project phase and as a result

The Company:
Our Client is one of the world's biggest manufacturing companies, and in a new departure, they are now seeking to add world-class Automotive expertise to support the manufacture of a new, uncompromising 4x4 coming to market by the end of 2020. The creation of this new 4x4 will honour the spirit of traditional rugged off-roading, whilst offering a step change in build quality and reliability and meeting the safety and environmental considerations of the present day

Essential Skills / Qualifications:
- MBA, engineering degree or equivalent: proven involvement with national/international aftersales activities; managed substantial budgets; experience managing multiple locations; created aftersales strategies and plans and succesfully complete multiple projects
- Up-to-date knowledge with the latest trends and commercial best practice.
- Creative with ability to think outside the box.
- Commercial and aftersales acumen and articulate with strong communication and presentation skills.
- IT literate.
- Leadership. Solid management style. Prioritisation and goal setting. Self-motivation. Influencing skills. Relationship building.

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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