- Analyze Customer Experience Index (CEI) Net Promoter Score (NPS) and FIRFT data to identify areas for improvement in dealer processes. Lead and support the implementation of process improvements to enhance customer experience and Concern resolution process.
- Drive business growth by analyzing repair order data to improve service center efficiency and customer satisfaction. Identify and implement strategies to reduce repeat repairs, minimize carry-over work, and optimize workshop performance, resulting in increased revenue and market share.
- Drive the successful implementation of service marketing, CRM, and incentive programs through regular meetings, monitoring progress, and addressing any implementation challenges
- Monitor and optimize the performance of dealership programs for FGE, Service convenience, and body shop operations, ensuring consistent implementation and effectiveness.
- Proactively identify and address performance gaps by reviewing management control sheets weekly and implementing corrective actions through targeted training and process adjustments
- Maintain optimal parts inventory levels by analyzing parts stock management data, including back orders (B/O) and Vehicle On Road (VOR) orders. Collaborate to resolve parts supply and logistics challenges, utilizing B/O, POPP, and PANDA systems to achieve target fill rates and efficient VOR order processing
- Regularly review dealership staff performance against key process metrics. In collaboration with the leadership management team, develop and implement action plans to address performance gaps, including targeted training programs designed to improve staff skills and readiness.
- Identify and communicate key competitive intelligence to HQ, including cost of ownership data, ESB market trends, and competitor service campaigns, to support strategic planning and competitive advantage.
Qualifications
- Bachelor's degree in any related field
- At least 5 years experience in direct or related industry
- Experienced as Zone Manager, Service Marketing Manager, Technical Service Engineer is advantage.
- High analytical skills in technical problem solving.
- Good communication in both written and verbal skills
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