Aftersales Area Manager - Motorcycle

Reporting to the Motorcycle Retention Section Manager - HME UK, the After Sales Area Manager is a field based role responsible for the achievement of customer satisfaction, customer retention and part sales objectives. The role holder will work closely with respective retailers to implement Aftersales operational best practice, leading to business and profit growth for the Honda Motorcycle (HME UK) Retailer Network.

Understanding the retailer opportunity and current performance is of utmost importance in developing clear dealer action plans that exceed both customers' needs and deliver the business area objectives. The role holder is responsible for the delivery of all defined Aftersales business targets, through the implementation of the Aftersales operational programmes and standards. These targets include parts, customer satisfaction and retention products.

This role covers the North/West Region with retailers based from Manchester down to Bristol and Southwest Wales. As travel is required across the region, a driving licence is essential.

• Act as the key after sales interface between Honda and the retailers, building strong, supportive relationships in order to drive commercial results.
• Agree targets and action plans with retailers, monitor progress and provide guidance to ensure delivery in line with regional targets.
• Identify and meet training needs, either directly or through retailer development, to maximise commercial performance and promote brand image.
• Work with retailer development and Sales colleagues to assess candidate prospects for potential retailers, providing local after sales expertise to maximise commercial performance and minimise risk within the retailer network.
• Analyse and achieve parts, retention products, eVHC (Electronic Health Check) and PM (Periodic Maintenance) visit targets, implementing countermeasures where required.
• Implement Honda eVHC into selected dealers to maximise dealer upsell opportunities and best practices.
• Agree and implement measurable improvement plans with the Senior Retailer Management Team, using TQM (Total Quality Management) processes.
• Run and manage the Aftersales Development Programme from start to conclusion.
• Ensure full dealer adherence to all Aftersales Franchise Standards and Business Terms.

• Carry out detailed retailer performance analysis and reporting to keep senior managers informed and contribute appropriate recommendations that will improve business results.
• Use composite data and local market information to build a strong understanding of current performance, pre empting and minimising negative impacts on Honda's After Sales performance.
• Submit weekly forecasts versus set objectives and respond to ad hoc reporting requests.
• Analyse and achieve aftersales CSI (Customer Satisfaction Index) overall satisfaction scores, implementing countermeasures where required.

• Build and maintain relationships with colleagues around the business to be aware of relevant issues and opportunities, supporting customer service.
• May act as a point of escalation for customer problems in order to resolve issues and improve the customer experience.

• A wide understanding of the Honda organisation and knowledge of the external market.
• Experience in an automotive aftersales environment.
• Experience in retailer service/workshop environment.
• High level of commercial interest required for hands on support of commercial business.
• Good knowledge of MS Office skills (especially Excel and PowerPoint).
• Good English skills (written & spoken) for international communications.
• Good communication and negotiation skills.
• Good time management skills and a flexible approach to work prioritisation and scheduling.
• Well organised and analytical skills to think effectively in a cross functional manner.
• Ability to travel within Europe required.

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other.

Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.

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