Background
No restraints. No limitations. We don’t simply push boundaries. We completely rethink them. McLaren Automotive exists to create breath-taking performance road cars.
With innovation at the core of all we do, every challenge starts with the same question. How can we do it better? This restless spirit runs right through McLaren Automotive. And the search for perfection is evident in everything we do.
Purpose of Role
Purpose of the Commercial Operations Manager’s role – Maximise revenue & customer service with:
- Customer Service & Communication (Regional and also Retailer
- Delivery (full order to cash) - speed/efficieny of front end order management system and minimisng backorder time and value
- Sales Targets, Pricing and Gross Margin
- Parts & Accessory Development and Engagement
Principal Accountabilities
§ Delivery – effective order systems and minimising backorder value and time
§ Revenue & GM – achieving monthly and annual targets
§ Targets – setting & communicating all regional annual revenue targets
§ Rebates & Incentives – defining and delivering appropriate support, incentives and rebate scheme to the Retailers and Regions
§ Parts & Accessories Product portfolio & development - Maximise value of the product offering from Retailer experience, through to Customer Retention and ultimately long-term business profitability and growth. Create strategy, develop portfolio and execute a full program of Accessory and Retrofit products across future and current McLaren vehicles
§ Pricing - Pricing direction and operational delivery along with regional support - Critically ensuring our pricing of all parts and products is brand and market appropriate balancing cost of ownership for the customer with profit driven revenue for McLaren and the Retail Network. This accountability considers models at various stages of their respective lifecycles. This includes benchmarking – Carry out competitor and 3rd party benchmarking and monitoring for parts and product.
§ Global Parts Reporting & Insight - Deliver accurate and regular reports and forecasts to provide maximum transparency for all stakeholders (internal, Regions, Retailers etc), and to drive appropriate commercial behaviours.
§ Systems Management – Maintain and optimise all systems required all business processes, ensuring that they are scalable for future business growth.
§ Continuous Improvement – Review team and process performance on a regular basis and promote a culture whereby processes are optimised to enable business imperatives to be met in the most efficient manner. Drive behaviours and requirement for business improvement plans where beneficial
§ Financial & Budget Management – Review and report on business performance, identifying key trends and managing solutions for improvements. Lead the commercial operations process for Parts Operations to maximise Aftersales parts profitability and customer service whilst ensuring visibility of performance and cost base on an ongoing basis.
§ Support Services – manage the team in their delivery of support services to the other parts operation sub-teams
§ Leadership – Motivate and challenge the team, ensuring the delivery of projects, launches, sales & profit targets and all related KPI’s, whilst also promoting the personal growth and development of all team members. Provide wider Aftersales teams with strong management support.
§ Management – Manage team ensuring that roles and responsibilities are clearly set out, regular performance reviews are held, personal development plans are in place and team are appropriately empowered ‘to do the right thing’. Uphold the commitments set out in the Aftersales Management Charter
§ Business Integration – Collaborative working with key senior stakeholders across the wider global business to ensure that Aftersales strategies are fully aligned with the business.
§ Commercial Orientation – Regularly interact with regionally based colleagues to understand market challenges, opportunities, delivery, communication, pricing and product needs
Knowledge, Skills and Experience
§ Educated to Degree level with proven management and leadership skills
§ Experienced in delivery services and project management, influencing key stakeholders and creating substantial outcomes
§ Global commercial, trade, supply chain and pricing experience and ability to interpret and analyse complex numerical and financial data
§ Ability to influence and engage at all levels to order to maximise Aftersales share of voice
§ Able to balance daily operational requirements with longer-terms strategic focus
§ Strong communicator (written and verbal)
§ Commercially astute and high level of customer orientation
§ Proactive mindset that designs creative solution to strategic and tactical challenges
§ Ability to manage time effectively and clearly prioritise tasks for self and team in a dynamic and change-oriented environment
§ Automotive experience an advantage (but not essential)
§ Proficient in Microsoft Operating Systems and programs
§ Knowledge of core product and sales systems and data management
Personal Attributes
§ Well-presented and strong ambassador of the McLaren brand values
§ Thrives in a fast paced, challenging, and dynamic environment, showing strong initiative and determination
§ Ability to influence and create effective change
§ Ability to think strategically whilst ensuring day to day operation objectives are met while maintaining a clear focus and direction
§ Proactive approach to leadership with passion for coaching and motivating people
§ A Team player who is willing to support others and adopt a flexible approach
§ Exceptionally organised with high levels of self-motivation with initiative to make things happen with minimal supervision
§ A flexible approach to working hours and practice
§ Prepared to travel globally to retailers and suppliers as required
§ Appreciative of cultural difference
§ Ability to maintain the very highest levels of attention to detail even when under pressure
§ Approachable, empathetic, confident, and professional
§ Dynamic, with the ability to respond to challenging situations in an innovative manner