Regional Aftersales Manager - North Region
OMODA Motors is a new brand built by Chery Group, which is a leading Chinese automobile company. OMODA operates individually from other brands of Chery Group. Its business scope covers the R&D, production and sales of passenger cars.
Chery Motors
Since founded, Chery has always taken adhering to technology-driven strategy, creating a vehicle brand with international competitiveness and influence as its corporate vision. Relying on the constant pursuit of technological innovation, Chery has become the first passenger vehicle enterprise in China to master the core technology of engine, gearbox, chassis, platform and new energy, and the first one in China to export vehicle, CKD parts, engine and vehicle manufacturing technology and equipment to overseas market.
Chery has always focused on developing domestic and international markets. Chery has continuously deepened its globalization through the implementation of product strategy, localization strategy and talent strategy. After more than 20 years of development, Chery’s sales and services network covers more than 80 countries and regions and has won the trust of 11 million consumers worldwide.
Overview
Our Business requires a Regional Aftersales Manager for the North Region of our Retailer Network. The role will cover Scotland and Northern cities in England. Applicants should be based within the Northern part of England or in Scotland. Omoda | Jaecoo (UK) Limited is growing at an exponential rate. Our Investor Network, Product Range, Policies and Responsibilities are tracking incredible new car growth. This role will place a very high level of expectation on the successful candidate. Dynamic business conditions and Investor expectations are intense and so the role will suit someone who can prioritise, adapt and remain calm under consistently high levels of pressure. You will come from a similar OEM role or having worked in a Retailer: Group Aftersales Manager position. You will be required to travel within your Region and to our Business Head Office in Chiswick.
Main Responsibilities
* 1. Investor Relationships – Develop robust relationships with your Region’s Retailers. Your role will require you to manage and deliver elements which cover reward, challenge and penalty. You will be a representative and ambassador for the Omoda & Jaecoo Brands and, accordingly, will need to shoulder the responsibility of taking direct and decisive action. You will come into contact with every aspect of network operations and will need to adapt your dialogue accordingly.
* 2. Customer Experience – Become directly involved in Customer cases and take ownership of the Customer journey. This will involve root cause understanding of vehicle/ownership conditions. The output of this knowledge will mean bringing Customer issues to a swift conclusion.
* 3. Technical Support & Warranty Claims: Case Support – Support our Technical and Warranty Teams with managing Dealer objections and timeframes. You may be required to add elements of technical support and or warranty into your dealer visit agenda. You will not be required to have technical knowledge but, instead, the ability to qualify gaps and suggest solutions when required. Frequent and planned dealer visits will measure our Network’s ability to deliver the optimum Customer Experience.
* 5. Performance Management – Operate a Dealer Balance Scorecard (DBS) and manage associated KPIs to ensure positive performance trends in Customer Experience and Dealer Profitability.
* 6. Brand Ambassador – Attend and support Brand events during the year, including those outside your Region and outside of business hours.
KPI’s
* 1. Customer Complaint Resolution – Bring Customer cases to a timely and ideal end; manage reminder funnels and VHC processes to drive repeat and incremental parts purchases; measure and manage Returns; challenge and review policies and processes.
* 3. Dealer Balance Scorecard (DBS) Improvements – Maintain rolling trends and ensure Customer Experience and Dealer Profitability are maximized; recover bottom quartile positions with action.
* 4. Special Project Champion – Own Special Projects that improve commercial proposition and process efficiency.
Personal Requirements
* Robust, calm, efficient operator able to take on broad responsibilities.
* Natural relationship builder; existing and new networks tested frequently.
* Capable of managing a busy diary with changing priorities.
* Adaptable and willing to take new instructions in a high‑pressure business.
* Proficiency in Microsoft Office, reporting and data analysis platforms.
* Full and clean driving license.
Seniority level
* Associate
Employment type
* Full-time
Job function
* General Business
Industries
* Motor Vehicle Manufacturing
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