Manager - Aftersales & Customer Service Division

New Zealand

Job Description:

Muster Recruitment

Fantastic Automotive Distributor role

Rarely available position

Make your mark across the network

Ford New Zealand

Manager - Aftersales & Customer Service Division

Ford is a family company, built on the belief that freedom of movement drives progress. Through our commitment to become the world's most trusted mobility company, we are constantly adapting and evolving to focus on services, experiences, software and vehicles.

The role Manager - Ford Customer Service Division (FCSD) is a vital position in New Zealand, overseeing customer relations, parts supply & logistics, technical competence & training, together with the implementation of strategies to grow aftersales and maximise the customer ownership experience through trust and transparency.

You will work closely with the vehicle marketing and sales teams as well as the Ford franchise network to maximise growth within dealer workshops, parts, satellite centres, new vehicle accessories, collision repair, and extended services.

Details of the position

Measure and increase customer satisfaction, service retention, retail revenue and parts profit

Manage and control the (FCSD) business plan / budget and monthly forecasting models

Manage and mentor your immediate and wider team reports

Set objectives for dealer network parts, workshop, mechanical, collision, service contracts and new vehicle accessories

Create Parts and wholesale trade programs to drive (FCSD) loyalty and grow dealer parts sales and service business

Develop robust marketing programs to deliver long term customer retention and dealer loyalty

Implement competitive vehicle accessory personalisation programs

Grow revenue streams for parts and accessories

Develop both strategic and tactical dealer incentive packages to maximise sales and dealer loyalty

Produce an annual marketing and communication plan to strategically support the network and grow market share

Produce an annual marketing and communication plan to strategically support the network and grow market share

Develop and implement media communication campaigns that achieve (FCSD) objectives

Manage and coordinate resolution of escalated customer concerns

Requirements for the role

Excellent communication and presentation skills

Corporate Industry knowledge

Trades & Services

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