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Aftersales Operations Manager, Dealer Performance Group

1 month ago

Atlanta, United States Mercedes-Benz Group Full time

Aufgaben About Us

Mercedes-Benz USA, headquartered in Atlanta, GA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States.In our people, you will find tremendous commitment to our corporate values. Our products and employees reflect this dedication.We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks

Job Overview

Maximize the performance of the Mercedes-Benz USA dealers within the retail network by ensuring dealer partners within the "Air, Land, and Sea" dealer performance groups are high-performing, profitable, well trained, client/community focused, and positioned competitively within a current market. Support the development of, and efficiently/effectively execute, policies, processes and programs that ensure a successful implementation, and sustainability, of the defined network strategy and achievement of the operational/business objectives of the DPG/MBUSA as defined by the Sales, Customer Services and Digital House business units

Working in collaboration with MBUSA Network, Sales, Pre-Owned, Customer Services & Digital House teams, identify, apply and manage tactical resources and strategies for dealers and dealer groups that positively affect sales, profitability, market growth, and sustainability.Ensure effective and consistent implementation of the market and industry leading retail network strategy that supports MBUSA's and Mercedes-Benz AG's sales, service, product, Customer Experience and digital strategies including development of collaborative solutions with Digital House that deliver an industry leading online-to-offline (O2O) experience to our customers

Responsibilities

Tactical Performance Coaching (75%)
•Field based in Atlanta, travels to dealers and dealer groups 75% of the time
•Works in partnership with key stakeholders within the MBUSA
•Maintains strong working relationships with dealership management, support staff and dealer vendors
•Executes MBUSA Performance Steering Board (PSB) strategy improvement decisions within individual dealers and dealer groups, focusing on specific performance initiatives, process improvements and business best practices
•Counsels and supports dealer management on Aftersales performance improvement
•Provides a laser focus approach to improving aftersales performance and steers the achievement of the Service and Parts business based on operational KPIs and CEI performance, with an emphasis on meeting and exceeding Network strategy objectives and driving revenue targets
•Collaborates with the Network, Sales, Pre-Owned, Customer Services & Digital House teams daily, to analyze and interpret data to monitor low performance trends to provide real-time steering and coaching utilizing strategic measures to improve performance
•Executes action plans utilizing consistent steering models to achieve DPG business unit objectives (Network, Sales, Pre-Owned, Customer Services & Digital House) as defined as part of annual planning processes
•Recommends and follows-up on the execution of dealer staff training and development needs
•Communicates frequently with dealership leadership and operational staff members to gain commitment & buy-in to ensure implementation, steering and sustainment goals are achieved
•In collaboration with key stakeholders, steers and implements project scopes, communicates and manages timelines to internal teams and dealer partners to ensure measures are efficient and effective for both dealer partners and MBUSA
•Gains dealer partner commitment and buy-in on action plans and ensures plans are executed with clearly defined process milestones
•Manages short and long term sustainability objectives and KPIs
•Executes project status and milestones with clear communication for all tactical steering process steps to include but not limited to; the assessment and review process, project kick off & timelines, project status updates (weekly/monthly/quarterly as defined by project scope) project completion and summary review process, as well as the project follow-up and sustainability review process

New Dealer Onboarding (10%)
•Collaborates with the Network, Sales, Pre-Owned, Customer Services & Digital House teams to implement standardized Dealer Onboarding processes
•Supports new dealer partners to ensure each new Dealer Point has all required and agreed upon inventories, trainings, tools, systems, etc. on or before the official grand opening date or certificate of occupancy date(whichever comes first)

Process Development and Documentation (10%)
•Develops standardized processes for all projects and dealer performance steering actions defined within the MBUSA
•Utilizes and implements standardized processes with each dealer contact to manage improvements and monitor short and long term sustainment
•Maintains timely, accurate and secure records of all Projects, Dealer Onboarding initiatives as well as all general or required Network steering processes as defined within MBUSA standards
•Aligns frequently with internal stakeholders to ensure standardized processes are being executed to increase performance through consistency and peer accountability

Team/Cultural Development (5%)
•Is an active and engaged employee, challenging the status quo and enabling a culture of open, transparent and respectful debate to achieve collaborative solutions that serve the best interests of the company and all employees
•Steers projects and objectives with a positive outlook, focused on transformation, development of the team and the organization and long term success for the brand
Qualifikationen Qualifications

Education

  • Degree in Automotive Management/Business Management/Finance/Economics/Retail Operations/Statistics/ Engineering preferred; (or a minimum 10 years combined experience in one or more of these disciplines.)
•Automotive retail, knowledge of retail processes and procedures, with emphasis in new and pre-owned sales, accessories, parts and service.General business, knowledge of fundamental businesses and concepts that affect the success and profitability of the organization. Sales, knowledge of selling processes, procedures and techniques used by the industry to create a positive customer experience and encourage repeat business. Dealer network operations, knowledge of franchise agreements, industry best practices, processes and procedures required to operate a successful franchise, knowledge of negotiation practices and market trend analysis

Experience
•Proven performance record of >7 years specifically within Sales & Aftersales Retail/Wholesale operations.
•Experience of > 5 years with Mercedes-Benz USA or Mercedes-Benz AG
•Comprehensive knowledge of automotive retail Sales, Aftersales and Marketing processes with experience steering with the retail ownership and management structures
•Proven ability to effectively communicate with C-level executives
•Proficient knowledge of fundamental business & investment principles; ROI, Capital, Value, Appreciation, Depreciation, Assets, Marketing, Staffing, Leadership, etc. with the proven ability to coach and steer in each area

Skills
•Proficient at building and maintaining strong working relationships with a prioritized focus on collaboration with Sales, Marketing and Aftersales field teams as well as internal and external stakeholders
•Passion and knowledge in automobile and automobile end customers; with a deep understanding of aftersales and fixed operations
•Experience with market research sources, data analysis techniques and methodologies from various research tools/organizations
•Proven ability to analyze and interpret data to make sound decisions based on KPIs, Metrics and performance trends
•Proven ability to forecast, asses problem areas and risk and proactively manage potential impacts or operational needs
•Proven ability to set and manage multiple priorities and tasks
•Proven ability to design and execute action plans as well as delegate resources steered with various levels of accountability and follow-up
•Strong Planning and Organizational skills with ability to dissect and create order from chaos within project management environment
•Proficient at communication design and storytelling delivering to both operational and executive audiences
•Confident in public speaking, specifically delivering messages with candor and professionalism utilizing fact based content to steer business objectives
•Displays diplomacy and relevance when responding to requests and providing feedback
•Proven ability to steer and make decisions with a holistic view of business needs and resource allocation; national, organizational, key stakeholders, etc

Additional Information

Special knowledge
•Knowledge/awareness of federal & state Franchise laws a plus
•Strong network within Mercedes-Benz USA beneficial -particularly in Network, Sales, Customer Services, Marketing, Digital House

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team.We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law