Regional Aftersales Manager - Midlands

OMODA Motors is a new brand built by Chery Group, which is a leading Chinese automobile company. OMODA operates individually from other brands of Chery Group. Its business scope covers the R&D, production and sales of passenger cars.

Chery Motors

Since founded, Chery has always taken adhering to technology-driven strategy, creating a vehicle brand with international competitiveness and influence as its corporate vision. Relying on the constant pursuit of technological innovation, Chery has become the first passenger vehicle enterprise in China to master the core technology of engine, gearbox, chassis, platform and new energy, and the first one in China to export vehicle, CKD parts, engine and vehicle manufacturing technology and equipment to overseas market.

Chery has always focused on developing domestic and international markets. Chery has continuously deepened its globalization through the implementation of product strategy, localization strategy and talent strategy. After more than 20 years of development, Chery’s sales and services network covers more than 80 countries and regions and has won the trust of 11 million consumers worldwide.

Overview

Our Business requires a Regional Aftersales Manager for the Midlands Region of our Retailer Network. The role will cover Midlands cities in England. Applicants should be based Midlands of England.

Omoda | Jaecoo (UK) Limited is growing at an exponential rate. Our Investor Network, Product Range, Policies and Responsibilities are tracking incredible new car growth. This role will place a very high level of expectation on the successful candidate. Dynamic business conditions and Investor expectations are intense and so the role will suit someone who can prioritise, adapt and remain calm under consistently high levels of pressure. You will come from a similar OEM role or having worked in a Retailer: Group Aftersales Manager position. You will be required to travel within your Region and to our Business Head Office in Chiswick.

Main Responsibilities

1. Investor Relationships

• Develop robust relationships with your Region’s Retailers. Your role will require you to manage and deliver elements which cover; reward, challenge and penalty. You will be a representative and ambassador for the Omoda & Jaecoo Brands and, accordingly, will need to shoulder the responsibility of taking direct and decisive action.
• We are currently interacting across the board within our Retailers. You will come into contact with every aspect of network operations and will need to adapt your dialogue accordingly.

2. Customer Experience

• You will need to become directly involved in Customer cases and take ownership of the Customer journey. This will involve root cause understanding of vehicle/ownership conditions. The output of this knowledge will mean bringing Customer issues to a swift conclusion. There are no half measures here. Customer Experience, Dealer Management and Brand Reputation are critical metrics.

3. Technical Support & Warranty Claims: Case Support

• You will need to support our Technical and Warranty Teams with managing Dealer objections and timeframes. You may be required to add elements of technical support and or warranty into your dealer visit agenda. You will not be required to have technical knowledge but, instead, the ability to qualify gaps and suggest solutions when required.
• Frequent and planned dealer visits, which will measure our Network’s ability to deliver the optimum Customer Experience, will require you to travel extensively across you Region.
• You will need to manage your time efficiently to ensure that dealer visits and individual/departmental administration are up-to-date. No excuses.

5. Performance Management

• Omoda | Jaecoo (UK) does operate a Dealer Balance Scorecard (DBS) and has metrics within that will require your management and influence. The Customer remains at the core of our business and is measured and managed accordingly. Other Aftersales KPIs will be your responsibility and will need to show positive performance trends.

6. Brand Ambassador

• You will be needed to attend and support Brand events during the year. These events may be outside your Region and could run outside of business hours.

KPI’s

1. Customer Complaint Resolution

• Your insight, management and decision making will be needed to bring Customer cases to a timely and ideal end. You are expected to take direct interest in and ownership of Customer/Dealer complaints.
• Various year-to-date and year-on-year parts targets will require you to manage reminder funnels and VHC processes to drive repeat and incremental parts purchases.
• Returns will need to be measured and managed.
• Policies and processes will need to be challenged and reviewed to ensure adherence to operating standards.

3. Dealer Balance Scorecard (DBS) Improvements

• Rolling 3, 6, 9 and 12 month trends will become your core objective. Positive trends are there to be celebrated and maintained. Negative KPI performance must be measured, qualified and stabilized.
• DBS is in place to ensure that Customer Experience and Dealer Profitability are maximized. This element of your Regional Management role is your raison d’etre. Excellence will be rewarded at the annual dealer conference. Bottom quartile positions will require recovery actions and activity.

4. Special Project Champion

• To support our business growth and your personal development, you are welcome to take ownership of Special Projects. These will be programs and or projects which will improve our commercial proposition. Your experience will be harnessed to improve processes and ensure you are recognized as the resident expert in the field.

Personal Requirements

• You will need to need a robust, calm and efficient operator. Able to take on a large amount of responsibility, you will be asked to cover a broad, sometimes unfamiliar, range of topics.
• Relationship building will come naturally to you. Existing and new networks will be relied upon and tested on a frequent basis.
• You will be capable of managing a busy diary which may change at a moment’s notice.
• You will need to be adaptable and willing to take new instructions in a business where deadlines and deliverables will test your management skills.
• Proficiency in Microsoft Office including reporting and data analysis platforms.