Aftersales Business Manager EU

Department overview:

Aston Martins After Sales organisation strives to deliver the quintessential global Aston Martin customer experience through 6 strategic pillars: Perfect delivered quality fixedright first time every time drive customer demand high performance culture clear policy & process and dataled decision making.

Job Purpose:

Our After Sales Business Manager EU is responsible for the driving the Aston Martin network excellence in customer satisfaction commercial performance representation & insight utilising their experience in evaluation to coach and improve critical KPIs & reputation

Key Duties and Responsibilities:

• Responsibility for the activity & target achievement of the Aston Martin dealer network across key performance indicators including:
• Parts sales
• Accessories sales
• Extended Warranties
• Customer Satisfaction (through CSI & Mystery Shop programmes)
• Dealer Satisfaction
• Provide business management consultancy services to investors General Managers & After Sales Directors within the retail network utilising available business intelligence tools e.g. composite ABI & proprietary business intelligence systems
• Support delivery of Global After Sales strategic pillars with providing insight and expertise in deploying central & regional customer experience programmes
• Manage compliance to Aston Martins dealer standards & commercial terms through regular audit programmes (both internal & independent) & address compliance issues
• Futureproof after sales operations with capacity planning staffing levels & adequate bays and storage to support growth whilst maximising commercial opportunity (e.g. investment cases) & minimising customer inconvenience (e.g. lead times)
• Provide technical case support in liaison with HQ & Regional technical teams for vehicles offroad escalated customer cases & managing parts backorders
• Support with customer handling & management including customer care & goodwill assistance
• Ensure Aston Martin policy & processes are adhered to including warranty management technical support & after sales reporting through informal & formal dealer staff training
• Take ownership of customer complaints within own region and where necessary meet clients to listen to points and reasons for concern making sure that each step of the process is accurately documented
• Support regional and HQ Aftersales team with customer handling & management including customer care & goodwill assistance working closely with each local partner steering towards acceptable solutions

Experience and Skills:

• Good commercial knowledge and luxury automotive experience with knowledge of the after sales environment
• Proficiency with business data and performance metrics
• Strong and proven business acumen skills
• Exposure to automotive technical engineering across mechanical electrical & body (paint & repair)
• High calibre interpersonal skills with the ability to communicate effectively across the business
• Good understanding of a commercial organisation and business processes
• Demonstrates behaviours of our core values: Unity Trust Openness Ownership & Courage
• Organised proactive & able to work with high levels of autonomy
• PC literate with experience in proprietary BI/ERP systems
• Excellent knowledge of Excel & PowerPoint
• Fluency in at least one European language in addition to English
• Work permit for the EU
• Strong numeracy and analytical skills
• High attention to detail and accuracy
• Excellent interpersonal skills with the ability to manage complex business relationships
• An interest in luxury industry trends and the transformation of automotive

Must be able to manage working time between dealer location & regional offices

Grade: 9

Belong at Aston Martin

We understand that the incredible beauty craft and art that defines an Aston Martin comes from the inclusion of our amazing people.

We welcome the unique contributions that you can bring in terms of your education opinions culture ethnicity race sex gender identity and expression nation of origin age languages spoken colour religion disability sexual orientation and beliefs. We celebrate diversity and are seeking applicants who can bring something different.

Please speak to us if you need anything to support applying with us.

The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda Ltd