MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.
Job Description
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:
o Customer Satisfaction
o Commercial performance (EVHC)
o Customer preparation and Technical Pre Plan
o Team working and communication
o Process improvement and quality management
o Quality control processes and analysis
o VWG systems understanding and utilisation
o Facilitating sustainable solutions and continuous improvement
o Staff development
* Ability to prioritise workload to deliver agreed contracted days
* Accurate and timely Administration
o Visit Reports and SMART Actions
o Consistent use of agreed analysis tools – to aid root cause analysis and objective feedback to client
o MSXI –Activity tracking, Expenses, Mileage
* Build a close working relationship with VWG Area Teams other manufacturer field teams.
Qualifications
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
* 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
Additional Information
Working Pattern and Location
* Permanent
* Monday-Friday
Package
* £40,000 - £45,000 per year
* 25 days annual leave entitlement
* Company contributory pension plan
* Life Assurance
* Company car
With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:
* Parts, Accessories & Service Performance
* Actionable Insights
* Learning Solutions
Our proven track record means that we now partner with almost every car manufacturer on the market.
The MSX Purpose
To empower Movers and Makers to thrive in our ever-changing world
The MSX Mission
To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.
The MSX Vision
To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.
MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.
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