vw.co.za Sales and Marketing Manager : Volkswagen South Africa

Company Name : Volkswagen South Africa
Job Title : Sales and Marketing Manager
Job Type : Permanent
Location – Town / City : Sandton
Closing Date : 2018/01/26
Website : https://www.vw.co.za/en/information-centre/careers.html

Sales and Marketing Manager

1. Regional After Sales Manager – Sub Saharan Operations (180122-1)
2. VW Corporate After Sales Service Manager (171212-2)

Related : OUTsurance Direct Sales Agent : www.southafricain.com/6406.html

Regional After Sales Manager

Type of Position :
** Based in Sandton and reporting to the Head of Sub-Saharan Operations, this is a permanent, SUPERVISORY level position.

Job Description and Responsibilities :
** The ‘Regional After Sales Manager – Sub Saharan Operations’ will provide a specialised After Sales consulting service, impart coaching expertise and actively drive interventions within the Sub Saharan Dealer network to ensure the achievement of the strategic After Sales objectives of the three most important areas of the After Sales business; namely, Service Customer Satisfaction, Dealer After Sales Growth and Profitability, Service Quality and Reduction of Repeat Repairs.

The Position Carries The Following Principal Accountabilities :
** Achieving After Sales objectives through implementing, monitoring, analysing, mentoring, coaching, developing and guiding on processes, programmes and initiatives that build capacity and lead to increased performance.

** Managing the performance of Dealers in the attainment of Customer Satisfaction, Fix Right First Time, Parts and Service Business objectives.
** In consultation with Dealers, developing, implementing and tracking Dealer business plans to achieve critical targets in line with the After Sales strategy and ensure future market share growth.

** Regularly reviewing relevant performance data with each Dealer and agree appropriate action in order to drive improvement in all areas of After Sales.
** Liaising with Training Academies to manage the Technical and Front line competency at Dealer level by addressing attendance issues, evaluation of skills matrices, ensuring career pathing and nomination to further develop required skills and competencies.

** Involvement in the final selection of new appointments of Dealer After Sales Departmental managers and service advisors to ensure appropriate and quality appointments.
** Working in partnership with Regional Sales Managers and other members of the Field team to ensure the overall Sub-Saharan Brand objectives are met and a consistent message delivered.

** Assisting Dealers in maximising their financial performance through identifying and pursuing profit opportunities in order to maximize overall profitability.
** Managing escalated Customer concerns, to their satisfaction, without elevating it to the next level.

** Supporting the implementation of and facilitating the compliance to Dealer standards.
** Ensuring Dealers adopt the most appropriate business culture in line with brand values to enable them to achieve a balance between Customer Service outcomes and profitability.

Education and Experience :
** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill and/or ability required to meet the demands of the role :
** A formal 3 year Bachelor’s degree/ National Diploma from a recognised tertiary institution, preferably with a major in Engineering or Commerce.
** An additional qualification in Business Management or Marketing will be considered advantageous.

** A minimum of 5 years Motor Industry After Sales experience with good knowledge of the Dealer Organisation (Previous automotive retail/ field experience advantageous).
** Must be able to travel nationally and internationally in the normal ambit of the role, covering Dealer visits and consultations.
** Have extensive Volkswagen technical product and systems knowledge.

Skills, Attributes & Other Requirements :
The Ideal Candidate Should :
** Have a sound understanding of Dealer After Sales operating procedures and business management practices.
** Demonstrate the ability to coach, mentor and motivate the achievement of After Sales objectives.
** Be a self-starter and innovator that can work independently without supervision.

** Exhibit strong problem solving skills.
** Have the ability to make quick and sound decisions to resolve technical Customer concerns without elevating them to the next level.

** Are innovative, resourceful, results driven and are analytically orientated.
** Demonstrate well-developed communication skills, both written and oral.
** Have excellent customer relationship management skills and interpersonal skills to maximize Dealer engagement.
** Display effective negotiation skills and influencing techniques.

** Demonstrate the ability to defuse conflict situations using integration skills (joining people processes and systems).
** Exhibit efficient computer literacy skills and skilled use of business software.
** Demonstrate the ability to perform well in a pressurised environment, dealing with Customers and Dealer demands

VW Corporate After Sales Service Manager

Type of Position :
** Based in Sandton and reporting to the VW National After Sales Manager, this is a permanent, SPECIALIST (Supervisory) level position.

Job Description and Responsibilities :
** The VW Corporate After Sales Service Manager will monitor and measure the Dealers’ ability to ensure that a benchmark level of customer satisfaction and retention is achieved in After Sales for the benefit of VWSA, National Rental, Full Maintenance Leasing and Fleet companies. It will also be the incumbent’s overall responsibility to ensure processes are in place, new improved processes are implemented and ensuring the provision of Technical support to Rental, FML and Fleet companies on a National basis.

The Position Carries The Following Principal Accountabilities :
** Making key decisions at national level, ensuring Rental, FML & Fleet companies’ satisfaction with VWSA as manufacturer & provider of quality products.
** National Manufacturer liaison between Rental, FML, Fleet companies & the Dealer network to ensure satisfaction of services provided to them.

** Measuring Dealers’ abilities to satisfy Rental, FML & Fleet companies’ needs & requirements.
** Intervening on behalf of Rental, FML & Fleet companies, where appropriate, to ensure timeous resolution of conflict.

** Making national extraordinary Warranty & Goodwill decisions to assist Rental, FML & Fleet companies to maintain good customer relations in the applicable region/s.
** Managing & resolving Rental, FML & Fleet companies’ problems to their satisfaction, without elevation to the next level.

** Accountable for the improvement & sustainability of the After Sales SAVRALA rating of Manufacturer by Rental, FML & Fleet companies.
** Monitoring the Rental companies’ depots’ P&A stock levels & order types to ensure correct inventory maintenance.

** Maximising Rental depots’ parts purchases from VWSA Dealers & ensure genuine parts are purchased & fitted to vehicles.
** Occasionally offering Rental companies free of charge low cost/ high failure components, ensuring vehicle time off road is kept to a minimum.

** Auditing Rental, FML & Fleet companies ensuring 100% utilisation of only VWSA Approved Motor Body Repairers for any minor or major vehicle damages.
** Managing and promoting VWSA MBR Program to ensure benefit to VWSA, Rental, FML & Fleet companies.
** Accumulating accurate data & reporting of new technical problems experienced by the Rental, FML & Fleet companies.

** Co-ordinating monthly visits to Rental, FML & Fleet companies by VWSA National After Sales Manager & VWSA Quality Drive Team. Co-ordinating quarterly strategic meetings with Rental, FML & Fleet companies.
** Reporting breakpoints from quality drive meetings to Rental, FML & Fleet companies on a monthly basis.

** Ensuring relevant technical data is distributed to Rental, FML & Fleet companies as it is made available from Uitenhage.
** Liaising with Customer Response Centre on Rental, FML & Fleet companies’ queries logged with the call centre, ensuring the dealer network maintains a high level of customer satisfaction & problem resolution at all times.

** Ensuring monthly & quarterly Rental, FML & Fleet company visits by National After Sales Manager, incorporating the Regional Corporate Sales staff as well as Regional After Sales Managers in the area/s.

Education and Experience :
** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill and/or ability required to meet the demands of the role:
** A formal 3-year Bachelor’s degree/ National Diploma from a recognised tertiary institution, preferably in Engineering. An additional Business Management or Marketing qualification will be advantageous.

** A minimum of 5 years after sales experience in the motor industry.
** Must consist of previous exposure to the Dealer Network, Suppliers, Rental, FML, Fleet companies & the Retail customer.

Skills, Attributes & Other requirements :
** Consist of excellent VW passenger vehicle technical product knowledge & VW Passenger Service System knowledge on warranty, Legal & Liability Policy).

** Display strong analytical and innovative problem solving and negotiation skills.
** Be a resourceful, action-orientated self-starter that can work independently without any supervision.
** Present the ability to intervene on behalf of the customer and defuse any conflict situations.

** Consist of excellent presentation and communication skills (verbal and written).
** Display understanding of business management practices.
** Be fully computer literate in MS Office and the necessary business systems.
** Consist of customer relations management skills.

** Show the ability to make quick sound decisions in order to resolve issues without elevation to the next level.
** Be able to manage set Budget targets with regards to goodwill and ex gratia payments.
** Be able to operate effectively under high pressure from Rental, FML & Fleet companies’ demands.