BMW After Sales Manager – Caribbean
Title: BMW Aftersales Manager
Location: Caribbean – Relocation, visa and housing provided.
A fantastic opportunity as arisen to work as a Aftersales Manager n for one of the regions leading BMW Dealerships. The role is international role based on the idyllic expat friendly location in the Caribbean.
You’ll play a vital role within the aftersales function delivering an outstanding customer motoring experience through honesty and trust. We do this by having the right people in our dealership – people who are the friendly expert in helping our customers through their seamless journey.
The ideal candidate will have:
Experience Required:
- Certified Service Manager.
- Certified Master Technician or Diagnostic Technician for BMW.
- Technically worked on BMW Brand in a Registered Dealership for at least 5 years.
- Trained in BMW Service Standards – Knowledge of S Gate, PUMA and AIR.
- Supervised a Work Shop or Team of Technicians for at least one year.
- Comprehensive use of Windows, Office, Automotive DMS (ex. CDK).
Role Summary:
- Champion the region’s efforts to increase customer loyalty, including aftersales development and brand improvement strategies
- Drive initiatives to improve region’s aftersales function.
- Analyse Group Aftersales performance to identify focus areas for both Head Office and Dealership team’s attention and then influence them to put it into action
- Ensure that individuals within dealerships receive personal development, helping them appreciate their role in developing aftersales business
- Reinforce Customer satisfaction in the field and dealers, drive positive change
- Work closely with dealer principles across the region to improve overall Aftersales experience for all customers and ensure each department is on track to reach group targets
- Create and distribute accordingly, the bespoke Aftersales reporting that is required to assist in the development of Aftersales business across all dealerships
- Manage directly or be indirectly party to the management of a number of external suppliers who are key players in the development of the aftersales business for the brand
- Work with the Marketing team to ensure that all customer Aftersales messages align to brand strategy
- Develop a relationship with and a business knowledge of each dealership, so that appropriate customer messages and offers can be developed and communicated in a timely fashion
- Remain familiar with Aftersales region market developments making sure that our group remains at the forefront of industry developments
- Regularly catch up with Aftersales Managers to review priorities, develop new strategy plans and present any impressive updates
- Champion the brand’s customer experience, as well as, identify the situations and scenarios that inhibit the desired experience; make recommendations to improve processes/policies to meet consumer needs across the region
- Represent Region perspective in development of BMW-wide customer aftersales experience policies & initiatives
- Driving dealer participation in Cultural Training and identification of Customer focus training needs within the region as needed/defined by performance deficiencies/metrics
Required Skills
- Experience of BMW with a strong emphasis on aftersales, brand awareness and quality
- Operations background in Sales or After Sales or both;
- Demonstrated success in developing strong working relationships with dealerships & dealer principles across cultural boundaries
- Proven leadership skills
- Communication skills – interpersonal, presentation and written
- Influencing and negotiation skills – ability to bring all stakeholders to topic resolution
Remuneration
- Package circa R1m to R1.2m
- Attractive bonus and incentives
- Reasonable relocation costs covered
- Vehicle