Digital Aftersales Specialist

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work.  The regular office hours are 08:00 – 16:00 Monday to Thursday with a half hour lunch break & 08:00 – 13:00 on a Friday.  However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home for a maximum of 50% of the working days in any one month, again providing there is no business requirement to attend the office.

Role: 
Reporting to the Digital Aftersales Section Manager, you will form part of a dynamic team, responsible for managing existing Digital Aftersales programmes across the European region, for both car and motorcycle product areas, as well as identifying, preparing and launching new initiatives. This role will be supporting the delivery of improvement to our customer’s ownership experience through digital projects and the ongoing management and improvement of existing projects, to ensure effective implementation.

This will involve long-term planning and reactive problem solving, the ideal candidate should be flexible and able to manage a broad range of expectations. The successful candidate will also demonstrate an understanding of differing business priorities and cultural differences in order to support both Branches and Distributors’ Digital Aftersales activities within the European region.

The role does require occasional travel within the European region to visit dealers and Branches. 

Main Responsibilities:
For all product divisions and Sales Offices across the European region, you will:

• Assist with the planning for Aftersales digital programmes.
• Work with third party suppliers in supporting the management of ongoing performance and potential future solutions in the region.
• Monitor performance of supplier programmes and user engagement to optimise Customer experience and profit opportunities. Identify relevant KPIs and deliver reporting to support.
• Oversee the successful and consistent implementation of Digital Aftersales tools, including:
  • Working with suppliers and other internal stakeholders to design and develop new digital tools including the use of AI and cloud-based computing solutions.
  • Establishing rollout plans and communicating targets with stakeholders.
  • Exploring opportunities for integration with other Honda Digital programmes (for example, the My Honda+ mobile application) and In-Built telematics.
• Provide support as required on other digital projects that affect Customer experience. 
• Regularly communicate and report to stakeholders across the region and work with other divisions to ensure alignment against delivery & expectation.
• Study existing Customers’ needs, while understanding what competitors offer.
• Ensure that all activity is compliant with UK and European Legislation requirements including GDPR, MVBER and compatible with Honda Aftersales Operating Standards and related corporate governance.

Qualifications, skills and experience:
Required

• Previous experience within a similar role, working at a regional level. 
• Demonstrable ability to listen and understand Voice of Customer (analyse, diagnose and report).
• Comfortable balancing priorities and working to tight deadlines.
• Previous experience of presenting data and reports to all levels of stakeholder.Proficient in Microsoft Office programmes including Teams, PowerPoint and Excel.

Desirable

• An understanding of the vehicle maintenance requirements.
• Demonstrable experience of managing large scale projects and projects across multifunctional teams, including IT systems projects.
• Fluent in another European language.
• Experience of Previous experience working for a vehicle manufacturer.

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.