He/she is to support, consult, coach and drive improvement of business processes and performance for the Dealer’s parts & service departments, with the purpose of meeting FCSD business and customer satisfaction objectives and driving growth opportunities.  

KNOWLEDGE, SKILLS and ABILITIES (KSA)

Independent individual with strong organizational skills with the ability to work under tight deadlines in a pressurized and often unstructured environment with different daily challenges.  Results driven individual with strong business acumen Proficient multi-tasker, with timely delivery of multiple requirements without compromising quality.  Proven effective planning and time management skills. Ability to influence across all levels of internal & external stakeholders. Good interpersonal and communication skills (includes presentation Skills; written and verbal) Problem-solving skills with diplomacy and solving for the whole. Conflict Management skills, and very strong emotional resilience   Excellent analytical skills and the ability to do detailed root-cause analysis and provide clarity through data and facts. Must be able to work independently and take own initiative to ensure the expected results are achieved. Have a can do, find a way attitude and a very strong emotional resilience. Team player who is able to naturally collaborate, cut across boundaries and break down silos. Meticulous attention to detail is an absolute MUST

QUALIFICATIONS and EXPERIENCE

Degree or National Higher Diploma in a relevant field (Business Management, Marketing, Finance, Communications, Engineering, Supply Chain) 3+ years’ experience within the Automotive industry and / or automotive Dealership environment in a business consulting or operational role is a must. Experience in an automotive Aftermarket parts and service environment, OEM Aftersales environment and/or OE Dealer field role will be a definitive advantage. High competency and proficiency in Microsoft Excel and PowerPoint Fluency and proficiency in English is a must

Responsibilities & Outcomes: 

Conduct regular DP, Service, Parts Manager meetings to drive key initiatives, track process gaps to closure, as well as continuous improvements overall. Support Dealers with regards to profitability and business development to grow operations for aftersales. Effectively communicate, drive implementation of, monitor performance, meet and raise the bar on all objectives, incentives, terms and programmes at dealerships Analyze financial information to support Dealers to maximize on business opportunities and revenue generation. Delivery monthly parts revenue (sell-out) targets across network of Ford Dealers  Grow Retail and Wholesale business through targeted initiatives and campaigns Scaling of various Customer Convenience initiatives for long and short-term business growth Achieve retention objective through delivering retention growth in various vehicle age categories identified as business priorities Meet or exceed the various customer satisfaction targets, including but not limited to Net Promotor Score, Customer Experience Index, Fixed Right First Time and Vehicle Off Road Develop, implement, monitor and raise the bar on any non-performing Dealers through implementation of corrective action plans Grow vehicle personalization or accessories business Improve Dealer Satisfaction in support of DSI measurement performance 

Business management

Support onboarding of any new Dealer onto new systems, integration and associated processes through collaboration with various stakeholders on implementation is issue resolution.  Guard the Ford Brand image in accordance with Company policy requirements input as per Market Rep plan. Facility (advise, counsel in conjunction with Dealer Development Manager who takes the lead to follow up on Dealer plans) Dealership parts and service staff levels (review/advice and counsel)

Compliance

Ensure compliance and adherence to all aftersales systems, policies and procedures. 

Collaboration & Partnerships: 
 

Work closely with PS&L, SEO and Regional Skills Teams to ensure alignment of strategies and sharing of best practice  Participate in or lead projects that involve multiple departments, promoting integration and cohesion across the organisation. Engage with key stakeholders - including suppliers - to understand their needs and provide solutions that support the overall mission of the team.