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Service Retention - Section Manager

Date: 20-Nov-2018

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

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



Reporting to the Service Operations Department Manager the role is responsible for the development of the Aftersales Product Proposition, programmes and processes for both Motorcycles and Cars. The delivery of a robust aftersales proposition for all customer groups, retail and fleet is paramount in order to maximise customer retention.


Working closely with the three Car Regional Customer Section Managers and the Motorcycle Retention Section Manager you will be required to communicate all programmes to ensure full engagement by the field team.  Through market data and performance analysis you will be required to identify gaps in performance and recommend the required countermeasures in order to support the achievement of our Aftersales business objectives.


Working in conjunction with the Marketing team ensure all Aftersales marketing materials support both the product proposition and campaign strategy, including ATL, BTL and Website/Digital media ensuring the dealer assets produced are utilised within the network and support the dealer marketing plan activity.


The role will require a clear understanding of the HAOS (Honda Aftersales Operating Standards) process and ensure all Aftersales field team are trained and qualified.


Additional areas of responsibility will be the support of the development of dealer targets and the development and delivery of profit enhancing aftersales products, namely retention products that will improve both customer retention and satisfaction.  The role will require daily operational management of the Honda Retention Managers.

Main Accountabilities:

  • Development of the Aftersales Product Proposition.
  • Effective communication of the Aftersales proposition and programmes to the ACM field teams.
  • Development of dealer aftersales targets.
  • Through national KPI Analysis create any necessary gap countermeasure activity
  • Measure success of marketing activity and review on regular basis
  • Support Development of our suite of Retention products – Service Plans, Extended Guarantees, Insurance, HRA and HAA.
  • Implement current and future HAOS tools, namely EVHC.

Qualifications, skills and experience required:

  • Aftersales experience either in a manufacture/retail environment.
  • Degree or equivalent qualification
  • Understanding of the dealership Aftersales environment.
  • Creative and strategic thinker.
  • Proven ability to make sound commercial recommendations and decisions.
  • Strong presentation, communication 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.
  • Strong computer skills are a must, with a high level of numeracy and an inquisitive, analytical nature.
  • Customer focussed business experience.
  • Similar role in manufacturer / retail environment.
  • Strong team ethos.

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: Service Manager, Marketing Manager, Market Research, Manager, Customer Service, Research, Marketing, Management

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