Job Overview
The Lexus Aftersales Field Operation Manager. is the primary point of contact for all Lexus dealer’s Aftersales-related activities.
Aftersales Field Operation Manager. will communicate and administer Lexus Service, Parts, and Customer Relations policies, procedures, and philosophies directly with Lexus Dealers Principals, General Managers, and functional managers at dealerships in Iraq, ultimately responsible for the coordination and leadership of all Lexus service and parts activities within Lexus dealers.
The Lexus Aftersales Field Operation Manager will strive for the attainment of enriching Lexus Amazing Customer Experiences and “Customer Retention” to official Lexus Dealership and Genuine Spare Parts sales objectives and dealer achievement of Parts and Service sales goals while balancing customer satisfaction and retention and striving for Industry-leading dealer profitability.
Market Opportunities:
• Consult with Dealer Management to identify AFS and Retention opportunities and develop strategies to improve Service Sales and Retention.
• Improve Auto Expert VC chemical products and services that TIQ promotes to dealers for customer satisfaction and Value-added services.
• Identify and implement the strategy for profit opportunities for Lexus dealers through dealer-installed accessorizing of vehicles with products in demand by customers as per TIQ strategies.
• Enhance manufacturer warranty awareness for Lexus Customer to deliver peace of mind.
• Promote Hybrid Models and technologies together with Sales Team to enhance better Customer Satisfaction and loyalty to the Lexus brand.
Business Development – Parts and Service Marketing:
• Consult with the Dealer on customer contact management strategies and activities to mine customer data and develop customer targeted campaigns to attract and retain customers eligible for factory-recommended maintenance to ensure product reliability and durability.
• Influence the development of dealer communication with Lexus Customer and marketing strategy in alignment with brand and market opportunities to achieve sales and retention goals.
• Consult with marketing departments/agencies on relevant and effective traditional and digital advertising methodologies to generate service visits from new, loyal, and inactive owner bases.
Market Intelligence:
• Identify competitive and independent repair facility activities, a comparison of maintenance pricing, process and other marketing activities, and communicate trends to management on regular basis.
• Conduct Genchi Genbutsu (on sight) Visit to Competitors and businesses in related industries to benchmark Best In Town Standards in Operations, Customer Experience and amenities.
• Accurately Forecast Month end sales results throughout month.
KPI Monitoring & Reporting:
• Monitor key Aftersales KPIs such as UIO, Active UIO, Service Retention Rate,
Ave. Service Visit Frequency, CPUS, Parts Sales, Labor Sales, Parts/Labor Sales per Unit,
Service Booking Appointment Ratio, PM/GR service traffic analysis, Workshop Productivity, Efficiency, Workshop Profitability, Absorption Ratio, CSI, VOC, OCR, etc..
• Daily/weekly/monthly analysis of above key KPIs and reporting to managements for proper decision and actions for better CS and business growth.
Service Retention:
• Increase Lexus Service Retention and number of Active customers within the dealers and make progress towards improving Service Market Share by Consulting with dealers to focus on building value in servicing vehicle at Lexus dealerships network.
Conquest New Lexus Customer:
• Identify grey imported, never visit Lexus Customer in the market and capture such New Customer to official Dealership to increase Lexus customer database and increase future Lexus Sales & Service opportunities.
Communication and Tracking:
• Work with associates, business partners, dealers and other internal and external customers, using initiative, cooperation, organization and the development and implementation of strategic plan.
• Accomplish ad hoc duties as necessary, including facilitating VIP referrals or tours, program enrollments, market analysis and gathering or disseminating information to and from dealers and Distributor.
• Track and communicate Certification and Awards tracking, deficiencies, and opportunities.
Innovative Thinking:
• Demonstrate innovative thinking by taking new approaches to business problems and possessing the ability to originate or develop ideas, systems and techniques.
Skills and Competencies:
• Problem solving.
• Toyota Way & Kaizen knowledge will be advantageous.
• Independent, responsible, resourceful, and able to work under tight timeline.
• High level of organizational skills and the ability to prioritize.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to work autonomously, multi-task, under-pressure and in diverse work environment.
• Ability to be in the market and survey locally the business trend of competitors.
• Good financial (Business Plan) and KPI knowledge.
• Achievement Orientation
Experience and Qualification:
• Degree in Automotive/ Business Administration, or similar field.
• 3 Years experience in automotive and/ or automotive related industry.
• Proficient in Microsoft Office Suite (Word, Excel, Presentation and Outlook).
• Good written and verbal command of English
