Job description
The Audi General Manager - Aftersales directs the Aftersales team competently and manages the processes of the entire Aftersales 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. In line with the strategy of AUDI India, he takes action to exploit the aftersales market potential. 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.
Primary
Responsibilities
Service Revenue plan achievement
Responsible for service revenue target achievement for the dealership through strong team management and process adherence
Training of the aftersales team for driving Service core processes
Own the customer specific process for Aftersales for his team
Responsible for Aftersales Department profitability
Align Service Marketing plan in line with the business requirement
Planning & Control
Uses his expert understanding of the luxury car aftersales market potential to define the dealership aftersales strategy and Annual, Quarterly and monthly targets in alignment with the dealership management and Audi India
Defines the dealership service marketing strategy and an optimal marketing plan to strengthen the dealership and Audi brand in the market and drive aftersales target achievement
Applies his analytical skills and business acumen to define the target achievement strategy by conducting business planning and forecasting exercises for the Front Office, Workshop, Bodyshop, Parts and Service Marketing teams
Demonstrates strong hold on the aftersales business and customer insights to drive the design of impactful customer offers and solution themes for the market in alignment with Audi India and dealership management
Ensures cascading of targets through MBO definition and driving ownership and accountability down to each role holder by driving an efficient performance management system
Regularly tracks progress by conducting aftersales KPI achievement and process execution reviews with individual department heads and uses his problem solving skills to define mid-course corrections as required
As a critical owner for creating a unique Audi brand experience for customers, regularly tracks and reviews customer satisfaction KPIs and ensures overall customer experience as per Audi standards
Organization
Leads by example and define the vision/mission statement for the dealership aftersales organization in alignment with the dealership management and Audi India
As owner of the overall service processes at the dealership, proactively drives process excellence and innovation in alignment with the dealership and Audi India strategic goals
Create and maintain the Service team organization structure such that it is aligned to achieve the overall business objectives defined by the dealership management and Audi India
Coordinate with the HR department, dealership management and Audi India to ensure deployment of critical HR processes to ensure an effective and engaged service workforce
Takes ownership of the overall flow of communication related to targets, policies, performance, customer offers and other directives from dealership management and Audi India across the dealership aftersales organization
Secondary
Responsibilities
Acts as a key contributor to the Service experience, uses his superior interpersonal skills by cultivating personal relationship with key customers (such as authorities, trade associations, clubs, suppliers, companies, key customers) and promotes the company image
Uses his experience and conflict resolution skills to resolve all critical customer issues and complaints to ensure high level of customer satisfaction
Takes ownership of the overall customer experience and ensures service infrastructure and preparedness levels of customer facing staff is as per the Audi standards
Act as key interface with the sales organization and coordinate with the Sales and support departments for smooth business operations and higher customer satisfaction
Measures (Reports)
Total Turnover – Labor, Parts across Workshop and Bodyshop
Total GP as % of Aftersales Turnover
Total Throughput Aftersales
Days of Stock(Parts and Accessories)
RSAS score = 100%
Customer complaints <=10%
Maintaining Audi Standards =100%
Dealer internal audit against standards and guidelines >=97%
NSC Workshop (LIS) Test (Mystery shop with service department) >=90%
Customer satisfaction Survey >=8.8%
Post Service Feedback Survey >= 80%
Q-Check Program results >=90%
Training Plans & Staff Retention >=90%
Service Appendix Achievements of Audi NSC
Additional
Responsibilities
Any other assignment as and when assigned by the management