Position Summary:
Engage Heads of Business, Aftersales Management and Teams, in the business activity from launch, to ensure buy-in and implementation of agreed action-plans and sustainability.
Assessing designated businesses current processes, activities and cultures using programme tools in order to prioritise areas for improvement.
Delivering a structured coaching approach to designated businesses to deliver real and sustainable improvements in processes, communication and team working to deliver improved customer satisfaction and commercial performance.
Ensuring service levels are maintained to the client by consistently applying the coaching structure, using agreed analysis tools and presenting a professional image.
Role Purpose
To work with Retailers within the Volkswagen Group network to support improvements across a number of key performance indicators.
Role Scope
Working as part of a team to:
Deliver improvements in a number of aftersales based Key Performance Indicators
Working with business management and staff to root cause areas of underperformance and coach improved techniques in:
Customer Satisfaction
Commercial performance (EVHC)
Customer preparation and Technical Pre Plan
Team working and communication
Process improvement and quality management
Quality control processes and analysis
VWG systems understanding and utilisation
Facilitating sustainable solutions and continuous improvement
Staff development
Ability to prioritise workload to deliver agreed contracted days
Accurate and timely Administration
Visit Reports and SMART Actions
Consistent use of agreed analysis tools to aid root cause analysis and objective feedback to client
MSXI Activity tracking, Expenses, Mileage
Build a close working relationship with VWG Area Teams other manufacturer field teams.
Experience
The successful candidate will need to possess a strong working knowledge of Dealer aftersales processes
The ability to develop individuals in order to improve and sustain performance is imperative
Previous / current experience of working in a regional or national role for a vehicle manufacturer and / or franchised dealer group would be an advantage.
Demonstrable experience in business coaching and change management would be a strong advantage
Key Competencies
Ability to inspire, coach and influence others to achieve results
Ability to communicate at multiple levels
Outgoing and energetic
Understanding of franchised dealer business best practices
Excellent communication, interpersonal and analytical skills
Accurate and timely Administration
Flexible approach to work a self-sufficient, self-starter
PC literate
Working Pattern and Location:
Permanent
Monday-Friday
Location: Field Based
Package
£40,000 - £45,000 per year
25 days annual leave entitlement
Company contributory pension plan
Healthcare scheme
Life Assurance
Company car
You can read more about MSX International on our website: MSX International
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