Germany
An experienced Client Services Manager with a demonstrated history of working in the luxury automotive market. A capable and multilingual After Sales Manager combined with a deep knowledge and understanding of the automotive industry through its products, customers, dealer network and business partner relationships.
Aston Martin Valkyrie Customer Service / Aftersales Management / Hypercar Customer Concierge Services
Customer Service / Aftersales Management: • Concierge Service • Service Plan introduction / sale • First line contact for every dealer in the EU regarding escalating customer cases • Manage customer complaints • Visiting dealers / customers in critical / legal cases • Manage legal cases • Reply to general requests from European customers / dealers • NPS score review and follow up with detractors (0-6) and passives (7-8); • Roadside Assistance – Create visibility over issues & Assistance experience follow up with customers • Support the dealer partners in solving urgent technical issues or parts availability issues • Delivery issues (collect and report) assuring we have structured review of issues • Supporting Quality Department in assessing newly delivered cars with serious damages at the dealers / Follow and report trends –> quality field report • Ensuring that the dealer partners follow the Aston Martin processes and procedures • Support roll out of After Sales training (Processes & Procedures Training) • Control of the Client Services Budget • Support communication from Gaydon into the region regarding product quality (service actions) and safety issues (recall actions) and vice versa • Inform the European transport authorities of Recall Actions + European Recall Management Process Project (ongoing) • Support communication from Client Services Department into the region and vice versa • Missed campaigns monitoring (every 14 days) • Regular calls / meetings • Support Organization of the European After Sales Conference • Supporting events (service clinics + reporting / feedback, dealer conferences, motor shows, marketing events etc.) • Support new dealer start up / new team member induction • General operational management of network • Support regular reporting of AS KPI’s • Manage recording opening times/holidays dealerships • Follow social media + comments
Summary : • Drive retail parts, accessories and service revenues to achieve region objectives and increase dealer profitability • Represent region perspective in development of Aston Martin worldwide After Sales policies • Ensure the Dealer net is trained on all aspects of After Sales / Customer Service activities (processes & procedures) • Ensure the Customer Service Standards are fulfilled Key Responsibilities: • Workshop profitability • Monitor and report dealer After Sales and parts performance metrics and develop tools to ensure that process improvement measures are implemented (Critical Alert etc.) • Provide direction and tools to dealer net including clarifying, interpreting and answering questions related to After Sales processes and dealer metrics • Train and develop performance of dealer net in regards to new processes, policies, tools etc. • Work with the After Sales Department (Service, Parts) to develop and implement programs in region • Monitor and assure dealer technical readiness and their repair quality • Support the process of determining market oriented priority lists for parts shortcomings • Stay abreast with technology of existing and upcoming Aston Martin vehicles • Alert Technical Department / Product Quality of emerging trends and issues • Monitoring of service / recall actions and communication with the relevant authorities • Provide cross-functional assistance to other Departments (Quality, Finance, Sales, and Marketing)
Job Profile & Achievements: • Support of complete vehicle and durability testing department regarding the complete sales process •Tendering of offers and quotations • Price negotiations with the customers Projects: • Introduction of a claim management process for a major development project / first complete vehicle project of the MBtech Group
Responsible for the After Sales Management (service and parts) on the German, Austrian and (partly) Swiss market, reporting directly to the European Head of After Sales. Job Profile & Achievements (in addition to the previous activity / job): • Controlling of dealer key performance indicators (warranty costs per repair, average repair and throughput time, customer satisfaction index etc.) and if necessary promo-tion of effective measures. • Negotiation and setting of parts targets for each dealer in collaboration with the Area Business Managers • Support of Maserati dealers, customers, partners and service providers within the designated markets • Monitoring of dealer After Sales Standards and company policies • Continued audit of the dealer network (warranty audits) • Introduction of After Sales Marketing Initiatives • Organization, implementation and controlling of recall campaigns / service actions Projects: • Market launch of the new Maserati GranCabrio, Alfa Romeo 8C Spider • Implementation of the Maserati Service Clinic and Health Checks • Introduction of the Maserati After Sales Newsletter
Responsible for the After Sales Management on the German market. Reporting directly to the German Technical Business Director. Coordination of two Area Business Managers. Job Profile & Achievements: • Implementation of an integrative and standardized warranty and goodwill policy on the German market • Responsible for the warranty and goodwill budget • Approval of warranty extensions • Enforcement of warranty audits • Mentoring, consultation and motivation of the dealership in order to enhance the customer satisfaction • Organization, implementation and controlling of recall campaigns and service actions • Translation and validation of technical information and circular letters and service actions • Implementation of technical courses and warranty trainings in line with the Maserati Academy • Test drives and prearrangement of press cars • Involvement in the organisation of international motor shows (IAA Frankfurt, Geneva and Paris etc.) • Preparation of presentations for meetings and workshops Projects: • Market launch of the new Maserati Granturismo and Quattroporte • Implementation of the Maserati Pickup Service in collaboration with the AXA Assistance GmbH • Implementation of the service network for the Alfa Romeo 8C Competizione • Introduction of Shell as standard supplier for lubricants on the German market
Introduction of lean production and logistics within a global supplier of high-quality decorative components and functional elements for vehicle interiors with plants in Germany, Italy, the Czech Republic, Slovenia, and the USA. Job Profile & Achievements: • Introduction of a production system according to KAIZEN-principles • Promotion of a continuous improvement process • Organization of the relocation of the whole production without production downtimes • Introduction of an Microsoft Access-tool to track and control measures • Preparation of presentations for meetings and workshops Projects: • Further development of consulting techniques and methods, especially those ones regarding the displacement/relocation of production