Network Aftersales Coach (Southwest)

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.

With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Position Summary:

Engage Heads of Business, Aftersales Management and Teams, in the business activity from launch, to ensure buy-in and implementation of agreed action-plans and sustainability.

Assessing designated businesses current processes, activities and cultures using programme tools in order to prioritise areas for improvement.

Delivering a structured coaching approach to designated businesses to deliver real and sustainable improvements in processes, communication and team working to deliver improved customer satisfaction and commercial performance.

Ensuring service levels are maintained to the client by consistently applying the coaching structure, using agreed analysis tools and presenting a professional image.

Role Purpose

To work with Retailers within the Volkswagen Group network to support improvements across a number of key performance indicators.

Role Scope

Working as part of a team to:

• Deliver improvements in a number of aftersales based Key Performance Indicators
• Working with business management and staff to root cause areas of underperformance and coach improved techniques in:• Customer Satisfaction
• Commercial performance (EVHC)
• Customer preparation and Technical Pre Plan
• Team working and communication
• Process improvement and quality management
• Quality control processes and analysis
• VWG systems understanding and utilisation
• Facilitating sustainable solutions and continuous improvement
• Staff development

 

• Ability to prioritise workload to deliver agreed contracted days
• Accurate and timely Administration• Visit Reports and SMART Actions
• Consistent use of agreed analysis tools – to aid root cause analysis and objective feedback to client
• MSXI –Activity tracking, Expenses, Mileage

• Build a close working relationship with VWG Area Teams other manufacturer field teams.

Experience

• The successful candidate will need to possess a strong working knowledge of Dealer aftersales processes
• The ability to develop individuals in order to improve and sustain performance is imperative
• Previous / current experience of working in a regional or national role for a vehicle manufacturer and / or franchised dealer group would be an advantage.
• Demonstrable experience in business coaching and change management would be a strong advantage

Key Competencies

• Ability to inspire, coach and influence others to achieve results
• Ability to communicate at multiple levels
• Outgoing and energetic
• Understanding of franchised dealer business best practices
• Excellent communication, interpersonal and analytical skills
• Accurate and timely Administration
• Flexible approach to work – a self-sufficient, self-starter
• PC literate

Working Pattern and Location

• Permanent
• Monday-Friday
• Location: Field Based, Southwest (Bristol, Bath, Exeter, Bridgewater)

Package

• £40,000 - £45,000 per year
• 25 days annual leave entitlement
• Company contributory pension plan
• Healthcare scheme
• Life Assurance
• Company car

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSX Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.