Overview of the role:

The role is responsible to drive the Electric Mobility Aftersales setup in the network, manage the Electric Mobility Brand Distributor functions with the principals, and support retail operations to achieve the business objectives. As the key point of contact for the brand principal, the role responsibility is to manage the principal interaction and engage relevant stakeholders to deliver the desired business plan and initiatives for annual and mid-term plans. In parallel, role is responsible for directly managing the annual & mid-term business plan preparation, create Electric Mobility value chain products, technical support, warranty & recall management, principal visits on branch audits, aftersales marketing plan implementation with clear roadmap of quarterly campaigns, customer retention product implementation and support to retail network through MIS reporting, system package support, and SMC administration. The role will act as the key point of contact for engaging stakeholders on new development on Electric Mobility Aftersales business model.

This role will work closely with the Electric Mobility brand performance office to achieve the budgeted net sales, gross margin, net profit and CSI/NPS for the respective brand service locations in KSA.

What you will do: 

Relationship management – To nurture a strong relationship with the principal that ensures the potential of the brand in the region is maximized through creating win-win collaborative action plans and enabling agility and adaptability to navigate change

Principal engagement - To act as key point of contact with principal for all aftersales areas and engage relevant business function to prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy.

Annual and Mid-term Plan – Develop, align, and monitor execution of strategy and action plans agreed with Principals. Financial, operational and Customer KPI target alignment and achievement.

Principal audit visits – Responsible for planning and execution of principal audit activities in both service and parts area. Follow up activity with branches on action plan progress to improve the gaps.

Reporting – Responsible for delivering the on-time information sharing for KPI performance and program activity status.

Best Practice Engagement - engage and liaise with principal and other external stakeholders to bring best practices and innovation whilst implementing group directives where needed.

Business Planning Support - To prepare, agree and achieve aftersales business plans with actions and strategic goals that are aligned with the brand and company strategy.

Brand Budgeting – To prepare the annual budget based on the budget guideline, Units in Operation (UIO), future sales performance, past achievement, and market trend to meet the business plan 

System Support – To maintain service package for menu pricing and SMC contracts in DMS (SAP) through MIS team. 

Business Plan – Responsible to prepare and present the budget, annual reviews and business initiative information deck for MD, Finance and COE (Centre of Excellence) function. 

Customer Retention – Develop and execute customer retention programs with support from COE, Marketing and Retail team. Continuous drive to identify new ideas and opportunities to improve the customer retention and experience. 

VIN Visits – Work closely with Retail, CRM and CEC to improve the VIN visit. Prepare and monitor monthly customer contact list based on mileage, market trend and deferred jobs. Identify reasons for lapped customer and execute mitigation plan. 

Aftersales Marketing - With support from the Marketing department, design, plan and implement marketing campaigns including promotions for created initiatives to maximize revenue potential and meeting business plan agreements.

CRM - To develop, implement and improve CRM activities to improve customer retention and service coverage ratio by proactively anticipating the changing customer needs and demands.

Incentive Programs – Identification and development of effective incentive programs to mobilize the workforce to maximize revenue and profitability

Technical Support - Ensures that all product related technical problems reported are resolved with help of the Aftersales Technical Department, and to highlight training needs/ corrective actions to drive service quality. On-time communication to principal on support or technical issues.

Recall Support - Execution of Recall activity with Principal and internal stakeholders. Achieve the annual target by ensuring awareness to customer, system, parts and process readiness.

Warranty Support – Seamless execution of warranty jobs in the retail network and on-time submission with all required information to the principal.

Skill set & Tools requirement – Work closely with Learning and Development team and Customer Quality function to improve the associate skill level in the network and readiness of required tools to perform the jobs.