General Manager – Aftersales or Head of Aftersales

Gautam Modi Group; Mumbai; Sur place; INR 4 200 000 - 6 200 000; Plein temps

Résumé du poste

Audi India seeks a General Manager - Aftersales to lead the Aftersales team, drive service revenue, and align with Audi India strategy, ensuring exceptional customer experience and brand loyalty.

You will set targets for Front Office, Workshop, Bodyshop, and Parts, manage KPIs, forecast business needs, and mentor staff to deliver high standards of service while maintaining profitability and brand integrity.

Qualifications

• Strong leadership and team management abilities.
• Experience driving service revenue and KPIs.
• Excellent customer experience focus and brand stewardship.
• Strategic planning and forecasting for Aftersales operations.

Responsabilités

• Service revenue target achievement for the dealership through strong team management and process adherence.
• Train Aftersales team to drive Service core processes.
• Own Aftersales processes and profitability; align service marketing with business needs.
• Define and implement Aftersales strategy and targets in line with Audi India and dealership goals.
• Track Aftersales KPIs and review performance with department heads; drive corrective actions.
• Maintain Audi standards and brand experience across customer touchpoints.
• Coordinate with HR and management to deploy critical HR processes for a motivated service workforce.

Connaissances

Leadership

Team management

Strategic planning

Customer experience

KPI tracking

Problem solving

Conflict resolution

Communication

Description du poste

The Audi General Manager - Aftersales directs the Aftersales team competently and manages the processes of the entire Aftersales department at the Audi dealership. By motivating those in the department and ensuring their continuous development, he ensures that the throughput and service revenue targets agreed on with the management of the dealership are achieved. In line with the strategy of AUDI India, he takes action to exploit the aftersales market potential. He ensures that every customer receives an excellent service experience and is instrumental in the fact that customers are enthusiastic about the Audi brand and the dealership.

Primary Responsibilities

Service Revenue plan achievement

Responsible for service revenue target achievement for the dealership through strong team management and process adherence

Training of the aftersales team for driving Service core processes

Own the customer specific process for Aftersales for his team

Responsible for Aftersales Department profitability

Align Service Marketing plan in line with the business requirement

Planning & Control

Uses his expert understanding of the luxury car aftersales market potential to define the dealership aftersales strategy and Annual, Quarterly and monthly targets in alignment with the dealership management and Audi India

Defines the dealership service marketing strategy and an optimal marketing plan to strengthen the dealership and Audi brand in the market and drive aftersales target achievement

Applies his analytical skills and business acumen to define the target achievement strategy by conducting business planning and forecasting exercises for the Front Office, Workshop, Bodyshop, Parts and Service Marketing teams

Demonstrates strong hold on the aftersales business and customer insights to drive the design of impactful customer offers and solution themes for the market in alignment with Audi India and dealership management

Ensures cascading of targets through MBO definition and driving ownership and accountability down to each role holder by driving an efficient performance management system

Regularly tracks progress by conducting aftersales KPI achievement and process execution reviews with individual department heads and uses his problem solving skills to define mid-course corrections as required

As a critical owner for creating a unique Audi brand experience for customers, regularly tracks and reviews customer satisfaction KPIs and ensures overall customer experience as per Audi standards

Organization

Leads by example and define the vision/mission statement for the dealership aftersales organization in alignment with the dealership management and Audi India

As owner of the overall service processes at the dealership, proactively drives process excellence and innovation in alignment with the dealership and Audi India strategic goals

Create and maintain the Service team organization structure such that it is aligned to achieve the overall business objectives defined by the dealership management and Audi India

Coordinate with the HR department, dealership management and Audi India to ensure deployment of critical HR processes to ensure an effective and engaged service workforce

Takes ownership of the overall flow of communication related to targets, policies, performance, customer offers and other directives from dealership management and Audi India across the dealership aftersales organization

Secondary Responsibilities

Acts as a key contributor to the Service experience, uses his superior interpersonal skills by cultivating personal relationship with key customers (such as authorities, trade associations, clubs, suppliers, companies, key customers) and promotes the company image

Uses his experience and conflict resolution skills to resolve all critical customer issues and complaints to ensure high level of customer satisfaction

Takes ownership of the overall customer experience and ensures service infrastructure and preparedness levels of customer facing staff is as per the Audi standards

Act as key interface with the sales organization and coordinate with the Sales and support departments for smooth business operations and higher customer satisfaction

Measures (Reports)

Total Turnover – Labor, Parts across Workshop and Bodyshop

Total GP as % of Aftersales Turnover

Total Throughput Aftersales

Days of Stock(Parts and Accessories)

RSAS score = 100%

Customer complaints <=10%

Maintaining Audi Standards =100%

Dealer internal audit against standards and guidelines >=97%

NSC Workshop (LIS) Test (Mystery shop with service department) >=90%

Customer satisfaction Survey >=8.8%

Post Service Feedback Survey >= 80%

Q-Check Program results >=90%

Training Plans & Staff Retention >=90%

Service Appendix Achievements of Audi NSC

Additional Responsibilities

Any other assignment as and when assigned by the management