Dealer Development Manager - Customer Service & Parts

Tasks

Dealer Development Manager - Customer Service & Parts (CS&P)

Location:

Northern England / Scotland (Field Based)

Daimler Truck UK is looking for an experienced Dealer Development Manager to join our Customer Service & Parts team. This role will support and develop our network of Authorised Partners across Northern England and Scotland, so candidates must be based within this region.

This is a fantastic opportunity to play a key role in driving performance, customer satisfaction, and profitable growth across our dealer network while helping deliver an industry-leading customer experience.

As a Dealer Development Manager, you will lead and support a portfolio of Daimler Truck Authorised Partners, helping them to achieve strong operational performance and deliver outstanding service to customers. You will work closely with retailer leadership teams to identify opportunities for growth, improve performance, and implement strategic initiatives aligned with Daimler Truck UK objectives.

This role combines commercial performance management, customer experience leadership, and strategic partnership development within the commercial vehicle aftersales sector.

Business Development & Growth

• Deliver Customer Pay Net Revenue targets across Daimler Truck brands within your assigned region.
• Work closely with Authorised Repairers to improve performance against key operational and customer satisfaction KPIs.
• Develop and implement district and retailer action plans to achieve annual targets.
• Support retailers to maximise workshop retention, trade parts sales, and new business opportunities through the use of CS&P sales and analysis tools.
• Lead strategic planning discussions with Authorised Partner senior management, aligning retailer investment and business plans with Daimler Truck UK objectives.
• Challenge under performance and support partners with targeted improvement initiatives.

Customer Experience & Service

• Work alongside retailer management teams to strengthen relationships with key customers and increase service retention.
• Analyse customer satisfaction feedback and identify targeted improvement opportunities.
• Manage and resolve escalated customer issues, working collaboratively with retailer leadership to deliver effective outcomes.
• Support the effective use of goodwill frameworks to maintain customer loyalty and satisfaction.

Franchise Standards

• Ensure Authorised Partners meet all Daimler Truck franchise standards in partnership with the Network Operations team.
• Develop improvement plans where standards are not met and support retailers in achieving required compliance.

Continuous Improvement

• Support the rollout and implementation of Daimler Truck initiatives designed to enhance Customer Service & Parts performance.
• Track and measure the effectiveness of programmes against both Daimler Truck UK objectives and retailer targets.

We are looking for someone who combines strong commercial understanding with excellent relationship management skills and a passion for delivering outstanding customer experiences.

Skills & Experience

• Experience with in the commercial vehicle, automotive, or heavy equipment aftersales sector.
• Strong understanding of service and parts operations within a dealer network environment.
• Experience managing or supporting field-based retail or dealer operations.
• Ability to analyse operational data and translate insights into actionable improvement plans.
• Excellent influencing and stakeholder management skills.
• Strong problem-solving capability and the ability to manage complex operational challenges.
• Highly organised and self-motivated, with the ability to manage a field-based territory.

Personal Attributes

• Customer focused with a commitment to delivering high standards of service.
• Results driven and motivated by achieving business targets.
• Confident communicator with the ability to influence senior stakeholders.
• Collaborative approach with strong relationship building skills.

What we'll give you

As well as the opportunity to work for a great business who are passionate in everything that we do, we'll offer you a competitive salary and discretionary bonus structure. We also hope you'll love our products…