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Customer Retention Section Manager (Motorcycle)

Date: 11-Jan-2019

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

Job Title:Customer Retention Section Manager (Motorcycle) 
Department:UK - Car Sales (30000002) 
Job Location: Bracknell (UK-BRCK) 

Role:

 

Reporting to the Service Operations Department Manager, this field based role is responsible for the implementation of the Motorcycle Aftersales Product Proposition, programmes and processes through a team of Area Customer Managers. The implementation of the Honda Aftersales proposition is paramount to delivery of Honda’s Aftersales objectives.

 

Through a suite of Aftersales KPIs, the role will be required to identify performance gaps against targets and implement the necessary operational countermeasures.  Coaching and leading the team to deliver measurable results in dealer activity resulting in the customer retention and profit objectives for both Honda and the dealer network is key.

 

The Customer Retention Section Manager is responsible for the implementation and delivery of HAOS in order to maximise customer retention consistently across the network.  Through the continual review of Aftersales KPI results, the role holder is required to develop recommendations that support retention product sales and campaign requirements along with identifying recommendations for enhancement of the HAOS programme.

 

Alongside market data and performance analysis, the role will collaboratively work with the Marketing & Communications team to ensure all Aftersales marketing materials support the Customer & Aftersales strategy and also ensure that the dealer assets produced are utilised within the network and support each dealers marketing plan activity.

Main Responsibilities:

  • Leadership of a dedicated team of Motorcycle ACMs to deliver customer retention objectives and achieve parts targets.
  • KPI lead coaching of ACMs to deliver the customer retention objectives and achieve parts targets.
  • Through the team, implement HAOS at appropriate dealers based on Aftersales KPIs including clear-targeted activity.
  • Develop, create and implement the Aftersales dealer targets to support vehicle retention, parts and accessory sales objectives.
  • Through the review of Aftersales KPI reporting, identify dealer reporting and performance gaps whilst developing countermeasures through to implementation via the team of ACMs.
  • As part of HAOS, develop and manage a data quality programme to improve the quality of data capture and implementation of relevant dealer action plans to deliver the required data standards.
  • Lead the implementation of current and future HAOS supporting tools and programmes such as EVHC.
  • Ensure all customer communications effectively communicate the desired message (ATL/BTL and Web/Digital).
  • In conjunction with the Honda Institute ensure that all relevant job role training is completed by dealer staff.
  • Through the team of ACMs continuous targeted improvement of HCSI.

Qualifications, skills and experience required:

  • High degree of Honda alignment within the demonstration of Honda Philosophy
  • Excellent interpersonal and communication skills, with the ability to be influential, negotiate effectively and build relationships at all levels
  • Strong team ethos
  • Proven record of managing and motivating a team with the desired outcome within a pressurised environment
  • Understanding and appreciation of the dealership Aftersales environment
  • Sound understanding of all aspects of a Motorcycle Dealer Operation
  • Customer focussed
  • Target orientated with a strong will and desire to deliver set targets.
  • Able to balance priorities and work to deadlines in a calm manner
  • Proven, successful commercial experience with strong commercial acumen
  • Strong analytical skills
  • Confidence in presenting to large audiences
  • Flexible thinker
  • Ability to make sound recommendation based on facts and market research.
  • Strong computer skills are necessary, with a high level of numeracy and an inquisitive, analytical nature.

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.


Job Segment: Communications, Marketing Communications, Market Research, Marketing Manager, Manager, Marketing, Management

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