Group Aftersales Director

Role: Group Aftersales Director

Location: Marshall Motor Group, Nationwide with travel across England

Salary and benefits: Up to £120,000 basic salary depending on experience, up to 50% bonus, car, private healthcare, pension scheme, life assurance plus other associated benefits

Reporting to the Group Managing Director, the Group Aftersales Director will be accountable for the driving performance across the group. You will have oversight on our Trade Parts operation, contact centre, accident repair centre, body shop and all aftersales activities. This role will focus on process improvement, creating efficiencies and driving superior performance across the 140 workshops and body shops in Marshall Motor Group.

Who we are

Marshall Motor Group is one of the UK’s largest car dealer groups representing 23 of the world’s most popular and celebrated car, van, truck and motorbike manufacturers with 142 dealerships situated across 33 UK counties.

We are as passionate about our people as we are our customers. As part of the Constellation Automotive Group which includes webuyanycar, cinch and BCA, there are huge opportunities for you to find your place and build the career you want.

What are the key accountabilities?

As our Group Aftersales Director, you focus on making a rapid and significant impact in the short term with the ability to create a future focused and agile aftersales proposition capable of growing at scale.

• Review, challenge and proactively influence Franchise Director and Divisional Heads of Aftersales on their forecasts and key performance metrics to ensure maximum profitability from the aftersales performance
• Build business cases based on research, best practice, new ways of working and the utilisation of technology to reduce friction, facilitate optimisation of processes to achieve bottom line growth
• Work with Divisional Heads of Aftersales and Franchise Aftersales Managers to mobilise and embed the Aftersales strategy and with ability to measure effectively
• Monitor and improve agreed standards by benchmarking to identify gaps and improve performance via the Heads of Aftersales and through the Divisional Teams
• Manage relationships with third party Leasing companies regarding service level agreements and onward communication to the business
• Support the transformation of the aftersales business to a “tech first” and customer self-service model, working in partnership with IT and having digital and online web knowledge
• Develop, and implement an Aftersales strategy which delivers profitability now and allows for continuous development of a strong platform for growth in the future, working closely with the Marshall Motor Group Board of Directors
• Establish and develop strong relationships with manufacturers to grow our partnerships, ensure our team develops in line with the brand partner framework and expectations, and extending future business opportunities
• Maintain exceptional key controls, across Health and Safety, Compliance and Group Policy
• Ensure all divisional activity is conducted in line with Marshall Motor Group, Manufacturer, and Regulatory requirements

Do I need experience?

Given the nature of this role, a proven track record of successfully leading aftersales operations at scale is required. You will likely have followed an aftersales route in your career and will have demonstrable experience of leading a rapid and transformational growth agenda. In addition to your previous experience, we are seeking individuals who display the following attributes:

• Strong leadership skills with the ability to lead and motivate a large and diverse team
• An innovative mindset with the ability to devise and implement improvement initiatives and embrace broader responsibilities as the business grows
• Commercially savvy with the ability to navigate barriers, to proactively ‘get things done’ to drive and deliver better performance
• High levels of personal integrity and personal robustness
• The ability and agility to shift between strategic projects and operational activities
• Confidence to inspire teams, drive engagement and have a collaborative approach with Franchise Directors to create an environment for teams to thrive
• Exceptional relationship management: credibility and personal style will play a big part in creating trusted relationships across a variety of internal and external stakeholders
• Extensive knowledge of the automotive retailing sector; the division will move at pace and the candidate will need to be up to speed on market trends and insights
• A professional and calm approach with strong stakeholder management skills, with the ability to influence internal and external stakeholders
• Strong analytical and problem-solving skills, with the ability to foresee potential barriers - provide critique and take decisive actions
• Excellent customer management skills to build long lasting relationships and ensuring they are at the heart of our activities and outcomes
• A commitment to living the Group Values

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.