Senior Area Aftersales Manager (2IC to Head of Aftersales)
Permanent Full Time
About our Company
Volkswagen Group is one of the world's leading automobile manufacturers, employing more than 600,000 people globally and selling its vehicles in more than 150 countries. The wholly-owned subsidiary has its National Sales Centre based in Sydney home to some of Australia's most recognisable brands which include Audi, CUPRA, Skoda and Volkswagen.
About your new Role
The Senior Area Aftersales Manager is the Second in Charge to the Head of Aftersales Retail Operations, supporting the Head of Aftersales Retail Operations in managing the field team and programs. The role is responsible for cooperation and coordination with the Fleet team from an aftersales point of view, making sure all departments deliver excellent service to customers. The position serves as a Field force focusing on identifying root causes in response to identified performance issues and opportunities to improve operational performance. The role also provides remedial and proactive support to all components of the Aftersales business.
Your main responsibilities will include:
1. Regularly monitor, assess, and report on key performance KPI’s (financial and non-financial) to ensure targets are met or exceeded, including the identification and implementation of corrective actions as necessary.
2. Identify performance trends and potential drivers across the dealer network and recommend broader preventative action.
3. Provide timely response to unsatisfactory dealer performance with focused corrective attention, followed by formal agreements on associated targeted action plans.
4. Escalate significant or prolonged performance issues and assess and share individual, regional, state, and national performance with dealers to provide benchmark performance data.
5. Introduce and conduct Aftersales standards and performance-based assessments to measure, monitor benchmark and develop action plans accordingly.
6. Provide operational expertise across all key Aftersales domains (Workshop, Service Driveway, Parts Inventory, Facility, Personnel, Marketing and Campaigns, Quality Assurance, Retention, etc.).
7. Provide subject matter expertise to the Aftersales Operations team to develop their ability and commitment to business development as well as remedial actions that address specific performance themes and areas of dealers.
About you
To succeed in this role, you will need to possess the following:
1. Tertiary qualification in Business or related discipline desirable.
2. 5+ years’ experience in an Automotive Aftersales capacity.
3. Team leadership and people management skills.
4. Strong knowledge of all Aftersales operational elements (people, processes, and technology).
5. Excellent problem-solving abilities.
6. Accuracy with figures and attention to detail.
7. Good communication and negotiation skills and a high customer service focus.
Our Benefits, Rewards and Recognition include:
1. A culture of continuous learning, growth, and development. You will receive access to LinkedIn Learning and personal development opportunities which is why over 30% of our vacancies are filled by internal candidates!
2. Additional leave including VGA Day paid leave day, birthday leave and paid parental leave of up to 20 weeks.
3. Annual fitness and wellbeing subsidy towards a facility of your choice.
4. Access to the VGA Car Lease Program.
5. Discounts on Audi, Cupra, Skoda, and Volkswagen car purchases.
Why Volkswagen Group Australia (VGA)?
Working at VGA provides opportunities for growth, personal development, and career opportunities; we also champion a workplace culture that thrives on passion, collaboration, efficiency, mindfulness, authenticity, and innovation.
If this sounds like the role and place for you to drive your career to great heights with a world-class organisation, APPLY NOW!
Volkswagen Group Australia is an equal opportunity employer in each jurisdiction that it operates. We encourage and value applications from all diverse perspectives, experience, and backgrounds.
To support our desire to create a local talent pipeline, this role is only available for individuals who have permanent work rights in Australia.
Successful applicants will be required to complete background checks through our external provider as a condition of employment.
If we can provide support with access requirements throughout the recruitment process or answer any role-specific enquiries, please reach out to the dedicated Talent Acquisition Business Partner Shonagh Dimmick through email at (emailprotected).
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