Fleet Operations Manager at Ford Motor Company of Southern Africa

ROLE SUMMARY

Responsible for supporting and resolving all Fleet customers’ After sales-related concerns. Facilitate, manage, and influence all aspects of the After sales concerns experienced by the Fleet customer. The key focus is to address and handle process breakdowns, problems, and concerns (both parts supply and technical), to assist the Dealer and Customer in improving problem resolution, quality of repairs, and overall productivity (less downtime). Responsible for all fleets (Rental, Leasing, Corporate, Government, and Dealer fleets). Responsible for the whole of South Africa, Namibia, and Botswana.

POSITION DETAILS

• Manage the After-sales experience of our direct customers Fleet and Government.
• Lead the timeous collation of relevant information into the Retail Production report to ensure accuracy of fodecision-makingng on overall volume change and mix management to support monthly retail and wholesale objectives.
• Manage company stock profile to ensure minimization of aging stock
• Manage company stock to ensure year end inventory levels of less than 10 days working stock.
• Provide input into the quarterly/monthly VM program
• Manage relationship interdepartmental as well as relationships with suppliers on the QVM program.
• Manage all VM programs in Fleet operations
• Work with QVM Global Team approving body converters.
• Work closely with the Marketing department, Sales Planning, Distribution, Fleet, Ford Financial Services, Dealer Marketing Fund to deliver FMCSA’s Retail Sales, Share and Revenue objectives.
• Develop effective retail variable marketing incentives to meet the sales and market share objectives.

PERFORMANCE MEASURES/ SUCCESS CRITERIA

• Responsible for delivering assigned Ford objectives in the following areas:
• Fleet Sales vs Objectives
• Market Share within the channels Rental and government.
• Profits (Company)
• Dealer Satisfaction – in handling the Fleet and government deliveries.
• Customer Satisfaction – Direct Sales customers

KNOWLEDGE, SKILLS and ABILITIES

• Strong oral and written communication skills, with ability to persuade and sell using a business case.
• Advanced analytical skills and financial acumen as well as technical skills. Able to interpret financial statements and cash trend analysis reports. Ability to analyze dealer operating reports and program specific information to identify problems and opportunities, and build effective business cases.
• Strong business acumen. Ability to apply dealer service operations knowledge to drive improvements in customer and dealer satisfaction and sales revenue. Focused with tenacity to drive results in multiple locations.
• Creative and forward thinking. Seeks opportunities for innovation and continuous improvement.
• Strong time management, organizational and planning skills. Able to prioritize, multitask, adapt and thrive in a fast paced, results driven environment.
• Ability to build relationships with Fleets as well as dealer management and adapt approach to different management styles.
• Strong facilitation, active listening and leadership skills. Capable of effectively facilitating meetings and developing and delivering presentations.
• Strong customer service and conflict resolution skills, with a commitment to quality and customer satisfaction.
• Strong problem solving and decision making skills.
• Self-starter, who demonstrates initiative, resourcefulness and ability to work independently.
• Quick learner, with a desire and interest in learning.
• Excellent negotiation skills and a consultative approach.
• Must represent the company professionally with all clients and external organizations and contacts
• Marketing experience in the retail space – be able to offer guidance on marketing plans.
• Highly proficient in relevant Ford systems such as VISTA, WSL, SEER, GDBP
• Sound understanding and analysis of competitor strategies will be important.

QUALIFICATIONS and EXPERIENCE

• B-Com degree with marketing or related field

Experience

• ´ 5-7 years dealer experience / dealer operations / in field experience
• ´ Conflict resolution - handling escalated customer issues.
• ´ Experience in a marketing/sales or financial analysis function will be an advantage
• ´ Knowledge of Customer Contact Process and Guidelines, Escalated Handling Process an asset
• ´ Experience in automotive industry essential
• ´ Field Experience is essential, an in depth understanding of dealer operations.