Dealer Network Service Quality Manager

Title: AUTOMOTIVE Dealer Quality Manager

Team : Quality & Customer Satisfaction

Salary Competitive (Est’ 60K-70K) + Benefits

Location Field Based

Company details

An enviable reputation for quality lies at the heart of this passenger car brand and this role is a key appointment. You will be joining one of the UK’s fastest growing EV passenger vehicle brands with an established pedigree and a loyal fan base! This is not just another car company and its recent performance demonstrates real resilience and growth . In the UK its market share has surged at a time when most other car brands are in decline or stagnating . These beautiful cars offer style and luxury as well as a history . The company even has its own fab club! Brand loyalty is an obsession and in this capacity you will re-launch Mystery Shopper programmes and “drop in ” unexpectedly to the various UK dealerships to gauge service levels

You will actively identify underperforming dealerships, improve their customer service, and remove them if they don’t improve. This is a very hands-on role with plenty of UK travel across the dealership network. The customer experience at the heart of this job!

DUTIES This role has ” teeth”! You don’t just analyse you push dealers to improve

And potentially remove underperformers!

· Identify poor-performing dealers

· Focus on Customer satisfaction feedback & service quality

· Create improvement action plans

· Coach staff and set performance targets

· Introduce and manage new customer experience programmes (surveys, Mystery shopping , brand experience programmes )

· Drop in and visit dealerships in person to assess the sales and aftersales experience

· Launch & run mystery shopping

· Use data to track improvements

· Set up guidance, KPI’s for dealers

Requirements

· Automotive dealership experience

· Advanced excel

· OEM background

· Car driver /owner (extensive travel in this role)