Aftersales Performance Manager - Northern Region

Overview of Company:

We are the Sales & Marketing Headquarters for Nissan in the UK. It is our aim to ensure that the Nissan brand and product portfolio are successfully communicated in order for us to maintain our strong presence in the UK marketplace. To do this, we ensure that we achieve excellence throughout our sales operations & distribution in the UK, and deliver on our customer promises. Our key functions are Aftersales, Marketing, Marketing, Network Development & Customer Quality and Sales; finally, our support functions are integral in enabling everyone to deliver their overall strategies.

All our employees have the opportunity to gain great autonomy, experience, and international exposure in our stimulating, diverse, and dynamic environment. We look for remarkable individuals to help fuel our ongoing quest for greatness. Our continued success is driven by our ability to produce high quality vehicles, at a competitive and accessible value and we want you to join us in defining how we shape the future of innovation in mobility, connectivity and electrification.

Overview of Aftersales:

The team ensures that we achieve excellence throughout our Aftersales operations in the UK and deliver on our customer promises. Our team of experts continually monitor activity and manage the performance of our Dealer and Authorised Repairer network to ensure that we are maximising our performance. We have over 190 Dealers and Authorised Repairers across the UK and work hand in hand with them to deliver success. Aftersales is a key to both our company and Dealer networks profitability and our collaborative success sustains the Nissan marketplace of the future.

Overall Purpose of Role:

Why – Maximise the performance of the dealer network

How – Build relationships with the dealers and using our expertise, coupled with the Dealer networks capabilities, maximise the potential opportunities

What – create a comprehensive development plan to maximise Parts/Accessory sales and customer experience through the implementation of Aftersales business improvement and Customer retention and Quality strategies.

Main Tasks and Responsibilities:

• Covering a geographical area of North East England to the Midlands

• Overall management and improvement of dealer performance as measured and tracked via a Balanced Aftersales Dealer Scorecard covering parts and accessory sales, workshop, financial and Customer Quality KPI’s.

• Reduction of dealer dispersion in Customer Quality via the identification of the causal factors impacting the aftersales customer experience and the development and implementation of action plans with the dealer to address the deficiencies and improve customer quality, as measured by the Customer Quality survey and Mystery Shops.

• Support the Network Development team in the implementation of measures (resources, premises, processes) to ensure that the capacity of each dealer is commensurate with Nissan’s expectation of the future aftersales opportunity (hours sold, parts sales) that exists.

• Review and manage workshop efficiency and effectiveness, clearly identifying those dealers representing the greatest improvement opportunity and coordinating the implementation of corrective measures to achieve specific, pre-set KPI’s.

• Review and manage parts stock efficiency and effectiveness, clearly identifying those dealers representing the greatest improvement opportunity and coordinating the implementation of corrective measures to achieve specific, pre-set KPI’s

• Delivery and the sell-in of the Aftersales quarterly campaign & dealer dissemination and participation, maximizing sales opportunities by using the campaign tools.

• Weekly forecast of aftersales turnover for each dealer and submit to Headquarters.

• Develop and implement a Marketing Plan with each dealer to maximize the awareness and opportunity that exists in each dealers territory

• Ensure that all areas of the dealership which are customer facing to Sales and Aftersales customers are merchandised and presentable.

• Gain the support, commitment and focus of Senior Dealership Management to the opportunities and issues within the Aftersales department and the corrective measures required.

• Liaise with Customer Services and Dealer Management as required to resolve Customer issues to a satisfactory conclusion for both Nissan Motor (GB) ltd and the customer in a timely manner.

• Support the implementation of various external Aftersales business improvement programs with overall responsibility for dealer buy-in and support of these programs, in order to drive business efficiency improvement and customer quality of experience.

• Promote and gain support for the sale of Nissan associated business products (Extended Warranty, Service Plans, and Insurance).

Skills & Responsibilities

• A good understanding of dealer or dealer type business infrastructure and operations.

• B2B/Operations based role

• Aftersales Marketing/ Operations

• Proficient in Microsoft Office packages

• Aftersales & Sales terminology, KPI and calculation methodology.

• Field Experience

• Aftersales/ Dealer Retail Experience

• Influencing/ selling skills

• Dealer Engagement

• Coaching Skills

• Team Leadership/ Cross functional Project

Overview of the support we give you:

We firmly believe that investment in our employees is integral to their growth and success. As a member of our team, you will have access to many of our benefits - because we want you to feel cared for, supported, and engaged at Nissan. Alongside comprehensive career development and learning opportunities, you will also have access to a wide range of employee benefits. This includes an attractive car ownership scheme, flexible working practices, comprehensive health & wellbeing offerings, team building days and even free fruit in the office. And if that doesn’t whet your appetite, we’re also really proud of our flexible benefits scheme, every employee has the opportunity to flex their benefits to suit their lifestyle; from increasing your Private Medical Insurance cover to embracing our cycle-to-work scheme, we’ve got you covered.