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Area Customer Manager Lead

Date: 02-Jul-2019

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

Job Title:Area Customer Manager Lead 
Department:UK - Car Sales 
Job Location: Bracknell 

Role:

Responsible for the improvement in customer satisfaction, customer retention and part sales; leading to business and profit growth for both the Network and Honda (UK). Working closely with your Area Sales Manager and Regional Customer Section Manager to help develop your dealers to be the best retailers in town.

Main Accountabilities:

  • Analysis and Achievement of parts, accessory, retention product and PM visit targets, with the implementation of countermeasure’s where required.
  • Analysis and Achievement of aftersales CSI Overall Satisfaction scores, with the implementation of countermeasure’s where required.
  • Agree and implement measurable improvement plans with the Senior Dealer Management Team, which are PDCA orientated.
  • Monthly roll out, management and implementation of the HAOS programme, assist with training for the E3 Area Customer Manager’s.
  • Requirement to submit weekly forecasts and flexibility to response to ad hoc reporting requests.
  • Ensure full Dealer adherence to all Aftersales Franchise Standards, policy and procedures and discuss any non-compliance with Field Management Team.
  • Ensure Dealers fully support all Honda programmes and derive maximum benefit in terms of customer satisfaction, retention and dealer profit opportunity.
  • Liaison with Customer Relations to help support customer complaint handling at local level.

 

Responsibilities:

  • Achievement of your annual appraisal objectives: Competitive MSPP, H-CSi, Accessories, PM Visit and the HAOS Programme.
  • Ensure implementation of all other HUK programmes, which promote aftersales growth and profit (Dealer/HUK).
  • Influence dealer culture and process to be customer focused at Dealer Senior Management level.
  • Promote and manage the need for a strong dealer database combined with contact procedures.
  • Analyse and propose actions to improve financial yield from the dealer and area vehicle parc.
  • Ensure a robust lapsed customer follow-up exists and is followed in dealer.
  • Plan and Propose the Promotion and execution of local dealer aftersales marketing activities.
  • Meet HUK dealership presentation standards, including Franchise Standards & sales promo.
  • Resolution of serious customer issues in conjunction with Dealer Management.
  • Takes responsibility for self-management whilst working closely with your team.

Qualifications, approach, skills and experience required:

  • Understanding and engagement with Honda Philosophy.
  • Strong team ethos.
  • Previous experience in a retail environment preferred.
  • Direct customer orientated business experience.
  • Positive interpersonal and communication skills
  • Goal orientated with a completer/finisher attitude for all objectives.
  • Similar role in manufacturer / retail environment preferred.
  • Intermediate Excel, Word and Powerpoint skills.

Honda Motor Europe is dedicated to the principle of creating equal opportunities within the workplace for all associates, agency workers, contractors, job applicants and visitors. Central to this is Honda's commitment to being a fair, discrimination free company that accepts the uniqueness and differences of people around the world and adheres to the principle that all people are created equal. This commitment comes directly from the Honda Philosophy and belief that we all work together for a common purpose. Honda recruits, hires, trains and promotes into all levels the most qualified individuals without regard to race, colour, origin, religion, gender, sexual orientation, age, disability or any other protected characteristic.


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