Business and Technical Director

We are looking for a Business and Technical Director for Audi Volkswagen Middle East. Your main goals and objectives will be to :-

• and implement the Volkswagen Passenger Cars and Skoda After Sales strategy to retain the existing customers, attract the lapsed/lost customers, ensure highest quality service, implement loyalty strategy, increase parts turnover (customer paid), and ensure dealer network participation in the regional programs.
• the After Sales marketing budget and P&L responsibility.
• the dealer network (parts and service teams) is steered towards the regional strategic directions and objectives.

MAIN RESPONSIBILITY

• and achieve the Regional After Sales objectives in accordance with the After Sales policies and Business Plans for VW and Skoda.
• closely with the marketing department to establish and implement an After Sales Marketing Strategy.
• strategize and work closely with other GAS dept to ensure common purpose and the achievement of the strategic KPls and performance targets committed to the HQs.
• and agree dealers’ parts-accessories-tools purchase targets.
• the development of After Sales incentive programmes (Bonus Margin System, After Sales Team of the year, Parts Bonus) that assist in driving top performance and achievement of targets.
• and implement programmes and initiatives that will improve the Dealers capability and productivity to improve After Sales profitability.
• the required service and retention tools and campaigns are implemented (predictive after sales, service and maintenance packages, service cam, VIN look-up, Business Intelligence dash boards, lapsed/lost customer campaigns).
• top service quality and Customer satisfaction by setting the targets and working with the dealer network.
• VW and Skoda’s STLI global positions is within the top10 in Technical Support and Warranty areas.
• the Dealers’ warranty administration conforms to VW and Skoda's prescribed guidelines.
• the accurate reporting of new technical problems experienced by the dealers and timely resolution by technical support/flying technician.
• Product Liability topics are investigated, reported to HQ and are resolved at the earliest and according to HQ guidelines.
• the effective handling of recalls.
• and address the training and development needs of the Dealers After Sales department personnel according to identified plans and execution thereof to ensure the required technical capabilities and people skills are in place.
• regular Dealer Network interaction to communicate operational and strategic aspects, build sound business partnering relationship and to leverage improved performance e.g. After Sales Conferences & Dealer visits.
• consistent processes to enable pre-sale and after-sale service operations at both importers’ and distributor’s level to operate in a professional and profitable manner.
• communication links with vehicle manufacturer’s representatives.
• the after sales team including recruitment, performance appraisals and organizational developments.
• Compliance Management System (PCMS).
• departmental consolidation and reporting of PCMS/ECMS binding obligations.
• adequate processes with counter measures are in place for all identified binding obligations.
• review of the identified binding obligations and subsequent counter measures.

KEY COMPETENCIES & QUALIFICATIONS

For you to be successful for this role, you must possess below attributes:

• Degree in Engineering / Commerce.
• additional qualification or Diploma in Business Management or Marketing will be considered advantageous.
• minimum of 10 years' working experience gained in the motor industry (After Sales).
• of 5 years managerial experience.
• Group experience would be advantageous.
• to conceptualize and manage at a strategic level.
• in English (written and spoken).