Aftersales Area Manager - Motorcycle

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.

This role is covering the North/West Region with our retailers based in Manchester down to Bristol and Southwest Wales. As travel is required across the region, a driving licence is essential.

• Act as the key after sales interface between Honda and the retailers, building strong, supportive relationships in order to drive commercial results.
• Agree targets and action plans with retailers, monitor progress and provide guidance to ensure delivery in line with regional targets.
• Identify and meet training needs, either directly or through retailer development, to maximise commercial performance and promote brand image.
• Work with retailer development and Sales colleagues to assess candidate prospects for potential retailers, providing local after sales expertise to maximise commercial performance and minimise risk within the retailer network.
• Analysis and Achievement of parts, retention products, eVHC (Electronic health check) and PM (Periodic Maintenance) visit targets, with the implementation of countermeasures where required.
• Implementation of Honda eVHC into selected dealers, to maximise dealer upsell opportunities and implement best practices.
• Agree and implement measurable improvement plans with the Senior Retailer Management Team, using TQM (Total Quality Management) processes.
• Implementation and management of Aftersales Development Programme from start to conclusion.
• Ensure full Dealer adherence to all Aftersales Franchise Standards and Business Terms.
• Carry out detailed retailer performance analysis and reporting to keep senior managers informed and to contribute appropriate recommendations that will improve business results.
• Use composite data and local market information to build a strong understanding of current performance, pre-empting and minimising negative impacts on Honda’s After Sales performance.
• Requirement to submit weekly forecasts versus set objectives and flexibility to respond to ad hoc reporting requests.
• Analysis and Achievement of aftersales CSI (Customer Satisfaction Index) Overall Satisfaction scores, with the implementation of countermeasures where required.

• Build and maintain relationships with colleagues around the business in order to be aware of relevant issues and opportunities.

• May act as a point of escalation for customer problems in order to resolve issues and improve the customer experience.

• A wide understanding of the Honda organisation and knowledge of the external market.
• Experience in an automotive aftersales environment.
• Experience in retailer service/workshop environment.
• High level of commercial interest is required, as role requires hands‑on support of commercial business.
• Good knowledge of MS Office skills (especially Excel and PowerPoint).
• Good English skills are required (written).