Manager, Aftersales Field Force B2B KSA

Job Description

At Nissan were not just building cars were revolutionizing mobility. We believe that every individual possesses a unique set of skills and passions that can be harnessed to drive innovation and shape the future of the automotive industry. Our global impact is fueled by dedicated minds crafting and delivering innovation since 1933. For over 90 years our core belief in doing what others dont has driven innovation and excitement for our customers shaping Nissan into the business it is today. We are not just a company - were a movement pushing boundaries and embracing the spirit of Defy Ordinary.

We are now looking for a Manager Aftersales Field Force B2B to join Nissan in Saudi Arabia who will play a crucial role in supporting the achievement of Nissans Aftersales Objectives in KSA and is required to work closely with several stakeholders within the Nissan organization as well as its Dealer partners in KSA.

In this role you will:

• Lead Nissan aftersales business growth in all verticals (Fleet & Government IRF and Commodities etc) in all assigned dealers
• Consult and support Nissan Dealers in adopting plans to maximize customer satisfaction revenues and profits through fleet and IRF channel.
• Ensure customer satisfaction and the achievement of the main KPIs (Sales and Customer Satisfaction)
• Be the main source of competitive information in the assigned markets through extensive GEMBA (field) visits to Dealers locations competitor aftersales facilities IRF fleet and government customers.
• Achieve assigned channel sales objectives (parts oil battery accessories others).
• Focus on service KPIs for assigned Dealer (Customer Satisfaction Fleet Service Retention Parts/CPRO P/UIO Fleet).
• Support the implementation of the yearly Business Plan BP with NSCs and follow up the progress on all elements.
• Support the development and implementation of targeted effective aftersales incentive programs.
• Support Dealer to improve fleet and government aftersales revenues along with Retention.
• Plan and hold dealer periodic visits to ensure actions implementation and business operations.
• Hold periodic (monthly and quarterly) review meetings with dealers to discuss business performance and set of actions - if needed.

Project Execution:

• Coordinate the implementation and on-ground execution of the Projects with all stakeholders internally and externally
• On time completion
• Right level of quality

Data & CRM:

• Set and implement initiatives to ensure availability accuracy and accessibility of Service database in Salesforce in coordination with relevant stakeholders
• Database completeness and accuracy

Communication and working relationship:

The job requires effective relationships with:

• NKSA Aftersales CX Sales and Marketing teams
• KSA dealerships aftersales management and team

Framework boundaries and decision making:

• The job requires to secure relevant functional involvement input and cross-functional alignment on projects as needed.

KPIs:

• Service Retention: Fleet Service Retention
• Parts Sales Revenue: Gross sales & channel sales (P/CPRO and P/UIO) through Fleet and IRF channel
• Accessory & Commodity Sales: NGMO Batteries and VA sales Fleet and IRF.
• Special Projects: Deliverables

What we are looking for:

• Bachelors degree in engineering sales marketing or Equivalent.
• At least 8 years work experience in automotive aftersales business in the GCC/ME:
• Track record of success in managing aftersales operation
• Automotive Aftersales Business and Operations Management (Service & Parts)
• KSA Market and B2B/B2C customer mindset experience
• Customer Satisfaction
• PDCA Management
• Automotive Technical Knowledge
• Confident using MS Office (mainly Excel and PowerPoint)
• Excellent communication skills in English and Arabic required

At Nissan we believe that the differences among us - differences in race gender age mindset religion people with disabilities and much more - make us stronger and equip us to better serve our customers and communities. We are committed to creating positive change that ensures transparency and inclusivity throughout the career journey in order to build teams that create a sense of belonging for all members.