Executive, Aftersales Support

Company :

Vantage Automotive Limited

Job Responsibilities

• Consistently analyse relevant Aftersales Market data along given parameters, e.g. age distribution, car models, customer retention customer segment, components and parts
• Based on Market Analysis and in coordination with Brand Principal, initiate and conduct programs, campaigns and promotions to improve retention, throughput, parts sales/throughput, labour sales/throughput and revenue.
• Regularly monitor and market intelligence on pricing for parts, labour and accessories to meet revenue- and profit targets.
• To assist the Aftersales Development team in strategic sourcing for Aftersales through the development of sourcing strategy, management of tender projects, supplier development, contract management and negotiation etc. to generate cost savings and maximize profit
• Management of business partners, suppliers, and contractors to ensure they adhere to contract scope and requirements; at the same time ensuring they are well integrated with VAL employees and work processes
• To develop creative strategies to improve sales of existing products/services and/or to source suitable new products/services for cars.
• To engage in projects to open up new opportunities and revenue streams for Aftersales
• To develop programs and strategies to achieve various business objectives such as parts purchase targets, VoC targets, Group Financial targets, customer retention etc.
• To assist in managing the various Aftersales customer feedback channels such as VoC survey, Aftersales email, Call Centre, Salesforce etc to ensure that the customer’s feedback is being attended to
• Management and optimization of the customer experience and contact jointly with CRM team via various channels such as Call Centre, emails, SMS and phone calls.
• Work closely with Sales, Marketing, CRM, Parts, Service, and other support teams for all Aftersales collaterals
• Ensure that marketing collaterals and communications adhere to VAL standards, Brand Principal and government bodies guidelines and requirements
• To manage the relationship with Brand Principals (& CRM Department)
• To collaborate with the marketing department to build customer loyalty programs with Service Managers

Job Requirements:

• At least 3 years of working experience
• Excellent presentation skills
• High degree of interpersonal skills
• Ability to read and interpret raw data and summarize it into a concise report.
• Knowledge of the automotive market preferred.