Front Office Manager

The Audi Front Office Manager directs the Front Office team competently and manages the processes of the entire Front Office department at the Audi dealership. By motivating those in the department and ensuring their continuous development, he ensures that the throughput and service revenue targets agreed on with the management of the dealership are achieved. He ensures that every customer receives an excellent service experience and is instrumental in the fact that customers are enthusiastic about the Audi brand and the dealership.

Planning & Control

Uses his expert understanding of the luxury car aftersales market potential and key customer buyer values to define the Annual, Quarterly and monthly throughput and service revenue targets in alignment with the dealership management and Audi India

As the leader of the front office as a key driving entity for customer satisfaction and service revenue, defines strategy for his team to maximize throughput and service revenue by designing customer offers, schemes and other initiatives in coordination with the service head.

Ensure appropriate ownership and cascading of targets within his team and periodically track and review progress and provide appropriate guidance and suggestions for course correction

Manage Front Office operations for Customer Satisfaction

Supervise efficient allocation of service enquiries received from the Customer Care team to ensure optimal customer focus and attention

Supervise and plan the daily duty roaster for service advisors to ensure optimal balance between workshop/ bodyshop capacity utilization and desired levels of customer satisfaction

Ensure customer visiting the workshop or the bodyshop are appropriately handled and allocated a service advisor as per appointment or as per customer requirements

Monitor and supervise the appointments and other commitments being made to customers and ensure adherence to the same to ensure

Guide and monitor the Service Advisors on handling of critical customer related issues such as complaints, delays in delivery, and to efficiently pitch for accessories and other VAS sales

B) Process Adherence

Ensure full adherence to Audi Service Core processes to ensure complete customer delight.

Continuous monitoring of the attainment of the goals set as above and the prompt initiation of corrective measures where appropriate.

Ensure smooth coordination with workshop, bodyshop and quality team to ensure superior quality in repairs and to avoid repeat repairs for customers.

C) Revenue & Throughput Management

Ensure accurate planning, implementing and reviewing of service revenues and throughputs in line with company targets

Monitor and analyze all KPI (Appendix) set and agreed by company and the manufacturer for the front office department.

D) Personnel and Training Manager

Ensure that the organization structure for the Front Office department is created, approved and job descriptions defined to meets the requirements of Audi India.

Ensure that there is an overall plan in Place for all staff to receive regular training in order to succeed and advance their carrier within the company.

Regularly collaborate with Service, Parts, and Customer Care teams to discuss and improve service quality standards, working processes to achieve higher customer satisfaction

E) Infrastructure Management

Ensure that the Front Office facilities are well-maintained, up-to-date, clean and tidy.

Co-ordinate all activities within Service and Part department and also ensure a good level of cooperation with other departments.

Ensure that Standard Audit criteria are fulfilled as per Manufacturers requirement.

Implement IT systems in order to provide target group-oriented customer support to Service customers.