Purpose of the role:
This role is to support the McLaren Retailers on the West Coast of North America with all aspects of After Sales functions and assist assigned dealerships in achieving a Best in Class customer experience within the After Sales area. The position will be based in Southern California.
Principal accountabilities:
- Support assigned dealerships in minimizing customer vehicles days down.
- Complete and publish a contact report for each dealer visit.
- Consult and mentor dealership staff as required to ensure a Best in Class customer experience.
- Ensure Dealerships are achieving or exceeding agreed parts targets.
- Ensure dealerships are adhering to the published Dealer Operating Standards.
- Supporting/Attending Marketing Events, operating in a customer facing role and representing the McLaren Brand.
- Acting as a case manager for Lemon Law cases if needed.
- Reporting to McLaren Senior Management on current trending quality issues.
- Annual Part Sales Targets with year on year growth planning.
- Annual Merchandise and Accessory targets with year on year growth planning.
- Ensuring dealerships are achieving a Net Promoter score in accordance with annual targets.
- Assist assigned dealerships with After Sales Marketing plans on an annual and quarterly basis.
- Manage critical vehicle repairs including the communication with the retailer, McLaren and possibly the customer.
- Conduct regular Retailer visits to coach retailer staff and consult on their service operations against the McLaren Aftersales Operating Standards.
- Monitor Training requirements of assigned dealerships ensuring compliance to Dealer Operating Standards.
- Work from a home office location and motivate themselves to complete a structured days’ work when not travelling.
- Complete a Retailer/Customer contact report for each visit feeding back the issue, resolution and recommendations for improvement.
- Actively work with the whole McLaren Organisation to continuously improve the customer experience by accurate and well considered feedback.
- Perform annual audits of McLaren Dealerships and scoring them against published requirements.
Knowledge, skills & experience:
- Automotive knowledge required
- Strong experience in automotive dealerships or work experience
- Full appropriate driving licence
- Microsoft Office (Excel, PowerPoint, Office Suite)
Personal attributes:
- This may include occasional weekend/holiday working.
- Frequent travel is expected to all McLaren Retailers within the Western Area. When not travelling it is expected that a home office will be maintained and core hours kept.
- Well presented, with professional mannerisms befitting of the McLaren organisation.
- Self-Motivated, adaptable, quick thinking, decisive, showing strong initiative and self-determination.
- Strong planning, good follow up skills, meticulous in detail.
- Good team worker
- Confident with good interpersonal & communication, (especially verbal & written) skills.
- Mobile & willing to travel domestically and abroad as requested.
- Highly Ethical and Culturally empathic
- Must be organized
We recognise that we can only achieve our vision with the dedication and collaboration of our world class employees. It is our aim to become the employer of choice within the global automotive industry.