General information

Job Title
Regional Aftersales Manager - Western Europe
Ref #
582
Date
Thursday, October 28, 2021
Country
United Kingdom
Location
Woking
Business area
Sales
Department
Sales Europe
Position level
Management
Working time
Full Time
Contract type
Permanent
Working pattern
9am - 6pm Monday to Friday

Description & Requirements

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

This role is to support the McLaren Retailers within Western Europe with all aspects of Aftersales functions and assist assigned dealerships in achieving a Best in Class customer experience within the Aftersales area. The position will be based in the United Kingdom.

Principal Accountabilities
  • Provide comprehensive in-region support & aftersales leadership for Retailers, Customers and Brand partner
  • 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
  • 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
  • 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
  • Confident, with good interpersonal & communication skills
  • Flexible approach to working hours
  • Availability to travel at short notice
  • Fluency in English is a pre-requisite
  • Understanding of European languages desirable, although not essential
  • Based in United Kingdom, with ability to work from the Woking head office location as and when is needed.