What to Expect

As the Regional Aftersales Manager, your overall responsibilities for ensuring that key business objectives are met in areas such as customer satisfaction, parts sales and technical support. You will take the lead in continually driving improvements in business practice, profitability and Retailer relationships to ensure McLaren is at the forefront in the MEAFLA market. In this role, you have the opportunity to make a significant impact on the McLaren Automotive business.

What You'll Do

• Ensure that team are focussed on proactively driving and improving Aftersales customer satisfaction.
• Work with regional marketing colleagues to ensure that Aftersales is appropriately featured in both Regional and Retailer marketing plans.
• Monitor and review customer satisfaction feedback. Develop clear action plans where needed and ensure that feedback is used to drive continual improvement.
• Work with Regional colleagues to annually review Retailer Aftersales standards and drive through improvements where needed.
• Ensure that Retailers are operating efficiently and effectively.
• Work with UK based colleagues to shape customer retention programmes.
• Plan and execute MEAFLA’s Aftersales conferences from concept through to delivery.
• Develop a clear MEAFLA strategy for maximising the communication and sale of accessories and retrofit items (including MSO).
• Act as the customer voice at internal meetings. Ensure that issues and trends are actively communicated and implications fully understood and appreciated within the wider business.
• Understand implications of future business growth and ensure workshop capacity plans are in place to ensure the customer experience is maximised.
• Ensure Regional team are fully trained from a technical perspective to be able to provide assistance to Retailers as and when required. Co-ordinate and authorise mobile technical support in the Region as and when required.
• Manage the process for MEAFLA Aftersales bulletin releases.
• Work with new Retailer partners to ensure that Aftersales elements are set up correctly and in place at the appropriate time.
• Ensure that Aftersales training plans are in place for every Retailer.
• Identify and propose opportunities for Regionally based training.
• Ensure that Central team understands the MEAFLA market and dealer operations.
• Lead and motivate the MEAFLA Regional Aftersales Team.
• Manage team ensuring that roles and responsibilities are clearly set out, regular performance reviews are held, personal development plans are in place and team are appropriately empowered.
• Work closely with Client Services to help resolve issues, meeting customers face to face to provide reassurance as and when required.
• Deliver accurate and regular reports including forecasts and clear plans of action to drive appropriate business behaviours and results.
• Interaction with key stakeholders within the wider (global) business to ensure that plans are fully integrated and local market implications for Aftersales are fully considered and communicated.
• Assist with approval of warranty claims and associated cost controls and intervene in the event of warranty / goodwill payment dispute.
• Approve appointment of authorised body repairers, provide on-going support and ensure that appropriate training is undertaken as appropriate.
• Ensure that suppliers (e.g. roadside assistance providers) are actively managed and monitored and fully understand requirements.
• Review business performance on a frequent basis.