Aftersales Performance Manager

We are the Sales & Marketing Headquarters for Nissan in the UK. It is our aim to ensure that the Nissan brand and product portfolio are successfully communicated in order for us to maintain our strong presence in the UK marketplace.

Overview of Aftersales
The team ensures that we achieve excellence throughout our Aftersales operations in the UK and deliver on our customer promises. Our team of experts continually monitor activity and manage the performance of our products and our Dealer and Authorised Repairer network to ensure that we are maximising our performance. We have over 190 Dealers and Authorised Repairers across the UK and work hand in hand with them to deliver success. Aftersales is a key to both our company and Dealer networks profitability and our collaborative success sustains the Nissan marketplace of the future.

Overall Purpose of Role

In this position you will have responsibility for 21 Dealers in the southern region and build value into dealer operations by improving efficiency and effectiveness within the sphere of Aftersales Operations and ensuring Customer Service Quality Leadership in your zone through:

• Delivery of sales turnover for Parts, Accessories and loyalty products across a group of dealers 

• Support dealer network in process improvement and business development where necessary to ensure profitable and sustainable growth

• Delivery of regular reporting and forecasting activities for the department with a focus on dealer & internal reporting (daily, weekly, monthly, quarterly)

• Development and updating business and field force reporting tools  

• Identify opportunities to improve operational efficiency

• Deliver performance for your dealers across a range of key metrics including: Customer quality (QVOC), parts & accessory sales turnover, service retention , loyalty product sales targets, Retail hour growth, aftersales staff development

• Manage Dealer dispersion through the Aftersales Balanced Scorecard, identifying Dealers in Fall Down and Escalation & focus Dealerships, implementing action plans, Dealer coaching and improving performance vs zone and national averages.

• Track and influence progression of bonus achievement vs targets

• Weekly forecast of aftersales turnover performance for each Dealer/Group and submit to HQ

• Gain the support, commitment and focus of Senior Dealership Management to the opportunities and issues within the Aftersales department and the corrective action plans.

• Promote and gain support for the sale of Nissan associated business products (Extended Warranty, Service Contracts and Insurance) and sell-in of Aftersales campaigns.

• Promote and ensure achievement of QVOC-A objectives through implementation of Customer Quality action plans.

• Assist with the implementation of Capacity Planning Management programme to ensure businesses are right sized for the opportunity.

• Interpret daily and monthly central reporting to identify zone level performance trends, risks, and opportunities, and translate these insights into clear actions for dealers

• Demonstrable experience in a similar role working closely with dealers and KPI deliverables driven performance

• Comfortable meeting and presenting to individuals at all levels of the organisation

• Confident user of MS excel and Powerpoint, able to assimilate data and translate results into operational reports

• This is a field based role and will require travel to locations not easily accessible by public transport, full UK drivers license required

• This is an ideal opportunity for professionals in a dealer network looking to move into an OEM position.

Diversity and Inclusion

NMGB’s aim is for employees to be able to work in a worry-free, “best-self” manner, pursuing their careers regardless of gender, orientation, ability, heritage or any other factors and at the same time able to choose from various workstyles to suit their stage of life or background.

NMGB has a huge focus on how we can ensure we benefit from a rich diversity in our workforce and to understand the best ways to support everyone who works for us.  Our partnerships with Pride 365 and Valuable 500 have helped to educate us and open our eyes to ensuring everyone is welcomed and understood.