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Regional Customer Section Manager (North)

Date: 16-Nov-2018

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

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

Role:

 

Reporting to the Regional Operations Department Manager (North) the role is responsible for the implementation of the (Car) Aftersales Product Proposition, programmes and processes through the regional Area Customer Managers. The implementation of the Honda Aftersales proposition is paramount to delivery of the regions Aftersales objectives.

 

Through the daily management of the regional ACM team the role will be required to identify regional performance gaps against target and implement the necessary operational countermeasures.  Through local market analysis make recommendation to the Service Retention - Section Manager in order to enhance our Aftersales product proposition.

 

The role will require a clear understanding of the HAOS (Honda Aftersales Operating Standards) to ensure consistent delivery across the regions dealers and complete Quarterly dealer Aftersales performance reviews to the Head of Customer and Aftersales and the respective Service Operations team.

 

In addition Customer Satisfaction is at the heart of what we do and utilising the HCSi programme and reporting tools identify priority dealer performance gaps and implement the necessary action plans to deliver the regions CSI objectives.

 

Main Accountabilities:

Through the management of the regional ACM team:

  • Delivery of the regions Parts and Accessory targets.
  • Delivery of the regions aftersales activity targets – PM Visits, Total Visits, Reminders and Health-Check
  • Delivery of the regions H-CSI targets
  • Communicate and implement Honda’s Aftersales proposition and operational programmes to ensure full and consistent engagement across all dealers.
  • Through review of the Aftersales KPI’s identify performance gaps and Take the necessary operational countermeasures.
  • Complete Quarterly regional HAOS reviews with HUK senior management and the Customer Aftersales teams.
  • Manage, lead and develop a team of Area Customer Managers to deliver the regional aftersales objectives.
  • Communicate market feedback with the HUK Service Operations Department.

 

Qualifications, approach, skills and experience required:

  • Degree or equivalent qualification
  • Aftersales experience either in manufacturer/retail environment
  • Understanding of the dealer operational environment,  preferably found
  • Customer focussed business experience.
  • Similar role in manufacturer / retail environment.
  • Strong team ethos.
  • Aftersales experience preferred but not essential
  • Understanding of the dealership Aftersales environment.
  • Creative and strategic thinker.
  • Confident personality with excellent communication skills.
  • Proven ability to make sound commercial recommendations and decisions.
  • Strong presentation and negotiation skills.
  • Ability to make sound recommendation based on facts and market research.
  • High degree of Honda alignment within the demonstration of Honda Philosophy.
  • Ability to make things happen within defined time scales.
  • Driven team player with evidence that they individually “make things happen”.
  • Target orientated with a strong will and desire to deliver set targets.
  • Strong computer skills are a must, 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.


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