Brussels Metropolitan Area
Passionate professional in automotive after-sales services sector with over 12 years of international experience in various business development and project management roles for luxury and high-volume segments. Expertise in OEM, OE distributor, Retailer, Supplier and aftermarket has provided me with diverse perspectives and valuable insights into the overall automotive business. Key Strengths: Creativity, Analytical Thinking, Presentation, Attention to Detail, Continuous Improvement and Customer First Mindset!
• Parts sales strategy set up and pan-e roll out for trade and e-commerce channels • Toyota & Lexus integration into Partslink24 and roll out on European market • Analysed Collision business market size and defined potential and growth opportunities • Damage parts annual sales planning and drive performance for Workshop and Trade channel • Created Body Paint Shops business case including capacity, efficiency, profitability and ROI to expand BP network • Had pilot body paint business case with selected markets and follow up go to market strategy • Support Pricing actions for workshop and trade channel, and grey import prevention • Defined impact of implementing accident management with automated crash notification on collision business revenues • Value Chain Program Management, regular follow up and support European National Marketing & Sales Companies to reach their targets defined for Trade and Collision strategy roll out • Total Loss Avoidance program management • Prepared Damage Parts Power BI KPI Dashboard and integrated new KPIs for performance follow up • Defined and alligned on Market Size Calculation Methodology for Service, Maintenance, Repair, Wear and Tear, Tyre, Oils, Damage part categories for annual sales planning • Prepared 3 years targets for Body Paint Repair and Damage parts turnover per channel and agreed with all European markets
• Service Parts Determination by considering serviceability, cost of ownership, repair quality and confirmation with Suppliers and Vehicle Plants • Creation of Set/Kit Service Unique Parts based on customer need for maintenance and repair • New Model Service Parts Project Mgmt. • Lead of Service Parts Regulations and ad-hoc Legislations, ensured Compliance • For new Regulations, clarified impact to customers, parts business, created strategy and implemented counter measures with involved stakeholders including TMC • Kaizen activities to improve repairability, reduce warranty cost and repair cost for customer • Processes improvements and standardization • Lead of Market Inquiries - Service Determination, Technical Document, Certifications
• Managed 360 degree all after-sales service operations • Direct contact with Customers • Booking, vehicle acceptance, job orders, payment, vehicle delivery • Warranty, technical and commercial correspondences with Bentley & Lamborghini HQ's • Service and recall campaigns follow up and implementation • Ordering of service parts, tools, accessories and stock follow up • Ensured mechanic and body-paint workshop in retailer in line with brand guidelines and requirements • Over achieved service parts, accessories purchase and sales targerts, as well as sold labour with a record in 2018 • Extended warranty implementation and start of sale in country level • Achieved Bentley & Lamborghini CRM survey resultes as 10/10 • DMS improvements
• Audit and authorisation of VDO repairers in contry level • Ensured VDO brand guidelines and service bulletins are followed in repairers • Training of VDO Repairers • Parts quality and warranty management of Hella, Hella Pagid, Behr Hella, Wabco & VDO service parts for OEM and IAM customers • Developed ‘warranty claim tool’ for IAM retailers • Developed ‘quality claim tool’ for OEM customers
• Calibration Project Management for New Models (Fiesta, Edge, Everest, EcoSport, Ranger, Transit, Vignale) • Benchmark of competitors vehicle features • Performed vehicle validation road tests for performance, aftertreatment, driveabilty, and OBD • Ensured prototype vehicles are ready to be tested • VoC tests follow up and vehicle data analysis • Developed ‘Vehicle Test Management System’ tool with IT and implemented • Technical Achievement Award of completion of New Model Ranger & Everest Projects in 2016
• Booking and vehicle acceptance in Service • Supported technical conversations with Bentley and Lamborghini HQ’s • Follow up made for job orders, payment, invoice and customer calls after service