Summary

Reporting to the Managing Director, The General Manager – Aftersales directs the aftersales team to achieve service revenue targets, ensure customer satisfaction, and motivate staff development. Responsible for defining the aftersales strategy, plan targets, track KPIs, and ensure processes meet TMD Kenya standards. The GM Aftersales leads planning, ensures accountability, resolves issues, and acts as the primary interface between aftersales, service, and management.

Key Responsibilities

Productivity

• Responsible for service and spare parts sales revenue targets achievement for the dealership through strong team management and process adherence.
• Responsible for Aftersales Department profitability and other performance metrics in Aftersales Department.
• Based on the Global Company Strategy, define and manage co-ordination of the long-range strategic plans for the Aftersales business based on future business growth; and ensure a steady annual growth of the aftersales business.
• Responsible negotiating and maintaining contracts with customers, suppliers and other stakeholders by ensuring quality and compliance with the terms of the various contracts

Process Control and Quality Assurance

• Responsible for cascading of targets and driving ownership and accountability down to each role holder by driving an efficient performance management system.
• Design, plan and undertake risk management procedures within the aftersales department and in alignment with the dealership risk management strategy; to ensure that the company does not suffer losses.
• Responsible for tracking progress by conducting aftersales KPI achievement and process execution reviews with individual section heads and define mid-course corrections as required.
• Responsible for formulation and leading the budgetary process and ensuring that the targets are met, and variances are explained.
• Responsible for ensuring adherence to the established Policies, Procedures Standards, and SOPs issued by the company.

Adaptability, Initiative, and Innovation

• Define and skilfully execute the target achievement strategy by conducting business planning and forecasting exercises for the Front Office, Workshop Floor, Repair Centre, Express Service Centre, Parts Shop and Aftersales Marketing teams.
• Keep company data and information confidential as per the company policies.
• Drive improvements and increase efficiencies and consistency within the After Sales team.
• Skilfully design and drive client-driven periodic loyalty programs, promotions and campaigns to reach different categories of customers. Analyse customer feedback, customer behaviour against such focused programs, analyse ROI and give recommendations for future campaigns and promotions.

Work Habits and Teamwork Management & Collaboration

• Ensure periodic training of the aftersales team on key competencies required to undertake their today-to-day work effectively and efficiently.
• Lead and develop the competence within the After Sales teams to fit the company’s long-term strategy and develop solutions to design challenges with constraints on cost, quality and performance.
• Proactively drive a collaborative, dynamic planning process – understanding the work that needs to be done against the capacity and capability of the wider team.
• Create and maintain the Aftersales Team Organization Structure such that it is aligned to achieve the overall business objectives defined by the dealership management.

Customer Experience

• Responsible for tracking and reviewing customer satisfaction KPIs and ensure overall customer experience as per company standards and in line various dealer standards.
• Ensure all aftersales personnel are aligned and meet to customer satisfaction ratings.
• Takes ownership of the overall customer experience and ensures service infrastructure and preparedness levels of customer facing staff is as per the company standards.

General Management & Performance

• Define and executive the dealership service marketing strategy and an optimal marketing plan to strengthen the dealership and TMD brand in the market and drive aftersales target achievement.
• Reponsible for the overall flow of communication related to targets, policies, performance, customer offers and other directives from dealership management and the Board of Directors across the dealership branches.
• Ensure and maintain a safe working environment and that processes are followed that adhere to health and safety regulations.

Requirements

• Bachelor’s degree in a relevant field preferably within business and business management.
• 8 – 10 years of experience, 5 of which are in a similar position with a track record for strong leadership capabilities. Experience in automotive environment will be an added advantage.
• Demonstrated experience in the management of Aftersales Services department in a target-driven role.
• Experience in achieving against sales targets.
• Have a strong drive for results and the determination to deliver according to plan.
• Experience in implementing change and development of processes to increase efficiencies.
• Excellent communication skills able to interact on different levels of the organization.
• Strong mindset for meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality.
• Have an inquisitive mind with a keen eye for detail and will strive for world class performance, promoting innovation and teamwork.
• Repair Operations experience highly desirable.