Aftersales Business Manager (ABM) at Ford Middle East & Africa

The ABM is Ford’s business consultant to dealer parts & service operations and therefore consult and coach dealers to improve business processes, performance and meet FCSD objectives. The ABM is also responsible for implementing Ford parts & service policies & strategies and to drive service CVP and training. The ABM conducts regular dealer visits and perform merit club reviews and markings.  

Position Details:

• Develop plans to achieve or exceed parts sales and purchase objectives for the assigned dealers.
• Assist dealers with business processes and marketing plans as per Merit Club requirement.
• Monitor monthly individual dealer parts sales and purchase performance and take corrective actions to ensure achievement of objectives.
• Manage and control individual dealer Service Customer Satisfaction (CVP) scores. Ensure that CVP is achieved and implement action plans and counsel dealers on means improve processes to deliver excellent customer experiences that will lead to higher levels of customer retention.
• Develop and implement a plan to ensure all key FCSD initiatives are achieved.
• Work with the FCSD M&S team to develop plans for efficient and effective use of the region VM budget to maximize parts sales and profits.
• Manage and control monthly aftersales tactical Incentive programs (ATP) and service Loyalty Link incentive programs.
• Promote monthly Ford Blue Oval sales programs.
• Facilitate business growth of assigned dealers' parts and service business by developing business plans and using marketing, training and analysis tools.
• Develop service capacity and wholesale strategy for the assigned dealers by customer type to deliver parts volume targets.
• Capture dealer financials monthly on SCR & PCR and assess performance; coach and council dealer to improve business performance.
• Ensure that dealers have adequate aftersales staffing levels and coordinate non-technical training ensuring dealership personnel are qualified to perform their job functions.
• Maintain consistent communications to insure management and relevant personnel are aware of market conditions.
• Advise dealer staff regarding available Ford Academy training and requirements.
• Implement Franchise CI Standards.
• Ensure open communication between FCSD and dealers.
• Provide competitive parts price information back to Marketing Department (Model Based Pricing).
• Initiate dealer promotions and marketing campaigns to increase brand awareness, counter competitor activities and maximize after sales revenue.
• Work with the FCSD technical team and escalate where necessary technical product concerns.
• Ensure the vehicle sales department is utilizing genuine accessories.
• Maximize Dealer parts stocking and part turn rates.
• Ensure the Dealer understands and works within the FCSD Policy and Procedures.
• Conduct regular on-site parts and service reviews with assigned dealers to monitor and track performance against objectives.
• Merit Club markings – parts and service.
• Monitor & promote Trade Club participation at dealership level.

Knowledge Skills and Abilities:

• Extrovert with good interpersonal and communication skills who drive results.
• Able to work under tight deadlines, pressurized environment.
• Able to deal with conflict and is resourceful in problem solving.
• Strong Analytical skills and a sound knowledge of business financials.
• Can do, find a way attitude and a very strong emotional resilience.
• Independent individual with strong organizational skills and strong business acumen (clearly understand how a business operates) to manage multiple complex tasks and deliver superior results on a timely basis.
• Effective team player who is able to naturally cut across boundaries and effectively network to achieve organizational goals.
• High competency and proficiency in the functionality of Microsoft Excel and PowerPoint, including strong presentation skills, is non-negotiable.
• Meticulous attention to detail is an absolute MUST.
• Must be prepared to travel.

Qualifications & Experience:

• B.Com Business Management or Marketing
• 3+ years experience within the motor industry and / or automotive dealership environment in a business consulting or operational role is a must.
• Experience in an automotive aftermarket parts and service environment, OE FCSD environment and/or OE dealer field role will be a definitive advantage.