Regional Aftersales Manager


Sandown Group


Competitive salary dependent on experience


An exciting opportunity has arisen to join us as a Regional Aftersales Manager. This role will cover Mercedes-Benz of Poole, Sandown Van Centre Poole, Mercedes-Benz of Salisbury, Mercedes-Benz of Dorchester and the Central Warranty Team.

The successful candidate will be responsible for supporting After Sales improvement plans through executing rigorous process compliance, using effective and robust communication channels and delivering required brand and group standards in respect of the customer experience.

The successful candidate will be expected to deliver the Mercedes-Benz experience, maximise sales, and profit opportunities through the delivery of the After Sales strategy and to exceed customer expectations at all times. There will also be requirement to work with Mercedes-Benz UK to ensure that all standards and processes are adhered to in line with franchise contract arrangements

Main Duties and Responsibilities After Sales Performance:

  • To assist Head of Aftersales in delivering the aftersales strategy constantly across the sites
  • To run an efficient operation to fully maximise the growth and development of the groups service and parts operations
  • To track and report where each business is against its KPI on a weekly basis
  • To collate, analyse and communicate on a weekly basis each dealerships VHC and upsell performance from Kerridge focusing on deferred work
  • Review existing Aftersales processes and complete quality control activities (sampling job packs) within the dealerships to ensure that they are effective, and offer corrective solutions as required
  • To manage and develop the central warranty department
  • Assist the Management team with budgeting and all aftersales KPI reporting
  • Assist the Management team in with coaching and development of the wider aftersales team
  • To collate and report on parts stock development and obsolescence
  • To assists the parts teams with annual stock checking
  • To develop aftersales staff incentives
  • To maintain and manage the aftersales pay sheets

Manufacturer/ Sandown Group Standards:

  • To attend Snr Managers meetings as required, sharing current scores, trends, data analysis and best practice from across the group and the manufacturer network
  • To work in collaboration with both internal and external support functions, ensuring consistency and support is provided to dealerships in the continuous improvement of customer satisfaction
  • Ensure each dealership is adhering to the manufacturer quality control programme with full analysis and preventive measures being documented

Key Continuous Improvement Accountabilities:

  • Support other Line Managers and colleagues in achieving target KPI’s
  • Sustain quality, efficiency and performance initiatives driven through continuous improvement and standard operating procedures

The ideal candidate will require previous experience within a similar role, a high level of attention to detail, a can-do attitude and a passion for customer service. Due to the nature of this role, the successful candidate will be required to travel to all sites within our business.

Hours: 8:00 – 18:00 Monday – Friday – 45 hours per week

A Company Car will be provided as well as a competitive salary as part of a remuneration package.

Job Info

Added: November 9 2021

Title: Regional Aftersales Manager

Location: Sandown Group