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Digital Aftersales Specialist

Date: 22-Sep-2022

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

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 UK and across Europe 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 IT and other internal stakeholders to design and develop new digital tools 
    • Establishing rollout plans, agreeing 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 both internally and to related stakeholders across the region and work with other divisions to ensure alignment against delivery & expectation
  • Study existing Customers’ needs, while understanding what competitors offer in the digital market
  • 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/Desirable
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 user in Microsoft Office programmes including Teams, PowerPoint and Excel


Desirable

  • Educated to a degree level or relevant qualification or experience.
  • An understanding of the Automotive Aftersales retail environment
  • Demonstrable experience of managing large scale projects and projects across multifunctional teams
  • Fluent in another European language
  • Previous experience working for a vehicle manufacturer. 

 

Honda 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 be 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 and we embrace inclusion with our various policies.  

 

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/experienced individuals without regard to race, colour, origin, religion, gender, sexual orientation, age, disability or any other protected characteristic.


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