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
We have a fantastic opportunity for a Regional Aftersales Manager to join our team at McLaren Automotive Central Europe Region. The role will be based in Germany (Home Office) and be responsible for the McLaren Retailer Network in Central Europe.
As Aftersales Manager, your primary role will be to develop and support the dealer Aftersales Operations in maximising profitability and absorption whilst delivering the highest levels of customer service.
You will also be responsible for ensuring all dealer aftersales staff are fully trained in our systems, processes and most importantly the standards we adhere to. The Aftersales Manager role will also be responsible for resolving any issues that have been escalated above dealer level.
Principal Accountabilities
- Provide comprehensive in-region support & aftersales leadership for Retailers, Customers and Brand partners
- Promote ‘best-in-class’ levels of customer services at all stages during the ownership cycle
- Develop and implement strategies to improve customer experience and Retailer profitability using commercial skills
- Monitor dealer service standards and policies identifying improvement areas in service efficiency and profitability
- Plan, maintain and implement an effective retailer aftersales training programme
- Identify and deploy in-region customer service events in response to market opportunities as required
- Looking after the McLaren Fleet Cars in region from an Aftersales perspective
- Ensure correct Retailer disciplines are maintained to control Warranty parts in-line with McLaren warranty policy and procedures
- Represent the Regional team & Retailer Network at factory events & strategy sessions
- Effective management of dealer tools, equipment, and diagnostic aids, through periodic audits within Retailer Service Departments
- Provide cross-functional assistance to other Departments (Quality, Finance, Certification, Sales and Marketing)
Knowledge, Skills and Experience
- Mandatory Qualification: First language German & fluent in English - Excellent verbal/written communication skills
- Based in Germany (Home Office)
- Strong automotive and Aftersales knowledge required. Service, repair and warranty claim experience at dealership and / or automotive manufacturer level
- The ability to demonstrate a high level of automotive industry knowledge combined within an Aftersales customer focused environment
- Thorough understanding of running a profitable automotive retail business and the ability to operate as a ‘consultant'; guiding and supporting Retailers in running an efficient, metrics driven business.
- An enthusiastic and ambitious individual with a proven track record and drive for outstanding results.
- First-rate project management skills
- IT literate with strong knowledge and experience with Microsoft Office
Personal Attributes
- Well presented, with professional mannerisms befitting of the McLaren organisation
- Adaptable, quick thinking, decisive, showing strong initiative and self-determination
- Strong planning and good follow up skills, meticulous in detail
- Demonstrates a methodical approach to work
- Good team working habits.Willingness to travel
- Approx. 50% travel time to retailer meetings, events, track days, internal meetings