Title: AUTOMOTIVE Dealer Quality Manager
Team : Quality & Customer Satisfaction
Salary Competitive (Est' 60K-70K) + Benefits
Location Field Based
Company details
An enviable reputation for quality lies at the heart of this passenger car brand and this role is a key appointment. You will be joining one of the UK's fastest growing EV passenger vehicle brands with an established pedigree and a loyal fan base! This is not just another car company and its recent performance demonstrates real resilience and growth. In the UK its market share has surged at a time when most other car brands are in decline or stagnating. These beautiful cars offer style and luxury as well as a history. The company even has its own fab club! Brand loyalty is an obsession and in this capacity you will re-launch Mystery Shopper programmes and "drop in " unexpectedly to the various UK dealerships to gauge service levels
You will actively identify underperforming dealerships, improve their customer service, and remove them if they don't improve. This is a very hands-on role with plenty of UK travel across the dealership network. The customer experience at the heart of this job!
DUTIES This role has " teeth"! You don't just analyse you push dealers to improve
And potentially remove underperformers!
· Identify poor-performing dealers
· Focus on Customer satisfaction feedback & service quality
· Create improvement action plans
· Coach staff and set performance targets
· Introduce and manage new customer experience programmes (surveys, Mystery shopping, brand experience programmes )
· Drop in and visit dealerships in person to assess the sales and aftersales experience
· Launch & run mystery shopping
· Use data to track improvements
· Set up guidance, KPI's for dealers
Requirements
· Automotive dealership experience
· Advanced excel
· OEM background
· Car driver /owner (extensive travel in this role)