Group Aftersales Retention Manager


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2019-06-20 07:17:461970-01-01 Morgan Radley
Job Type Permanent Full Time
Location West London, London
Area West London, England West London, London
Sector Senior Management & Executive - Client Relationship/Business Development
Salary £40000 - £45000 per annum + Car, Pension, 30 days holiday
Start Date ASAP
Job Ref BBBH2670_1561015066
Job Views 244
Description

Do you have experience of Aftersales retention strategies and programmes? If so, we have a client who is looking for a Group Aftersales Retention Manager. This is a new and very exciting Group Aftersales Retention Manager role and one where you can make a distinct and massive difference to this well-known and highly credible car dealership group. If you are a driven, enthusiastic and motivated individual and can thrive in a fast-paced environment then we would like to hear from you.

About this Group Aftersales Retention Manager position

  • The core objective of this role is to increase the number of Service Customers visiting the Retail Centre whilst ensuring existing customers remain loyal.
  • This requires internal departmental collaboration, timely and relevant communication and the delivery of exceptional customer service.
  • This objective will be achieved through the development and implementation of a sustainable and effective customer retention strategy. This will require local opportunities to be identified through effective use of an Aftersales system and outbound activity and events delivered through close collaboration with the relevant internal marketing, CRM and other customer-facing departments.
  • This role will ultimately be responsible for ensuring that loyal customers remain loyal, lapsed customers return to the Retailer and unknown customers are recovered to the Retailer network, whilst also delivering profitable growth within the business.


Responsibilities

  • Understand the current performance of the Aftersales business.
  • Implement and maintain ongoing performance measurement reports.
  • Ensure that existing core service retention programmes are fully utilised, well promoted and provide the customer with timely and relevant communication.
  • Actively engage with colleagues at our OEM partners to ensure that the latest programmes, services and developments are implemented and well communicated within the Retailer.
  • Engage with the marketing team to implement effective, targeted and continuous digital campaigns both through direct email and social media.
  • To engage with the new car and used car sales teams to ensure that any Group vehicles taken in part exchange are retained within the franchised network and sold as Approved Used Cars. Where this is not commercially viable, an alternative solution should be explored to ensure end-user customer details are retained.
  • Through collaboration with the marketing and CRM teams, utilise the analysis from the Aftersales system and internal data interrogation to implement bespoke, effective and measurable campaigns and customer contact activity to reactivate the Retailers lapsed and lost customer base.
  • Continually analyse and improve the customer journey to ensure that our customers receive a seamless and efficient experience and the exceptional customer service they expect.
  • Continuously challenge and develop new and existing programmes to increase customer retention and improve Retailer awareness of customer change of ownership.
  • Identify and with the assistance of the marketing department, implement bespoke out of home marketing initiatives to select targeted areas of high opportunity.


Salary and Benefits:

  • £45,000 Salary Package
  • Tax Efficient Company Car Scheme
  • 30 Days Holiday
  • Pension
  • Life Cover

Due to the volume of applications we receive, we will only be able to contact you should your skill set and experience match our client's requirements.

Morgan Radley has some of the very best career opportunities available and we have a truly awesome list of clients that we partner with. If you are an experienced candidate with a proven track record of success, then one of our highly experienced Recruitment Consultants would like to have a chat with you so that they can fully understand your career aspirations.

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