Regional Customer Service and Parts Manager Mercedes- Benz Trucks & Vans, Dubai

Transcription

1 Regional Customer Service and Parts Manager Mercedes- Benz Trucks & Vans, Dubai for Dubai, Daimler Middle East & Levant FZE Contact Personal Job-ad-number P0005V058 Publishing date Field of activity Sales & Marketing Department Dubai, Daimler Middle East & Levant FZE Tasks Reporting Head of Customer Service & Parts Main Objective Steering and development of General Distributors (GD)/Dealer body in the assigned markets (focus Iran) to ensure achievement of the quantitative and qualitative targets in Customer Service and Parts (CSP) business. Maximize exploitation of market potentials to secure sustainable growth and improvement. Ensure market transparency; optimize planning and reporting tools according to corporate requirements. Interface role between Daimler AG, the Regional Centre, the market Wholesale Organization and national Key Account Customers. Responsibility to develop and implement strategic and/or market specific projects and products within a defined scope and time line. Monitor that all CSP Mercedes-Benz distributor standards are met and ensure that legal regulations, Daimler AG business principles and guidelines are followed. Responsibilities: Market Planning Operational planning per year based on set premises and market potential; covering quantitative and qualitative aspects

2 Coordination and alignment of the CSP target agreement with the markets; setting of operational development objectives aiming to further advance and professionalize the business Compilation of regular expectations and simulation of forecasts according to corporate guidelines Market Steering Strategy, Organisation and Processes Downstream of a market specific CSP strategy on basis of the regional strategic framework to ensure sustainable growth Continuous optimization of the market CSP Wholesale and Retail organization regarding systems, processes and structure Network Development (ND) Collaboration and support of ND in development of network planning and setting up new facilities Initiation and steering of CSP relevant content in course of network changes Accompany relevant audits for standards to ensure compliance and fulfilment; follow up on agreed improvement measures during regular market visits Support implementation of Distributor Retail Standards, regular review and follow up CSP proposition Strategic coordination of CSP portfolio and positioning in order to steer and support the markets to reach the agreed targets Coordination of implementation of defined measures and CSP programs and products (e.g. Workshop/Logistics processes, Service Contracts, Remanufactured parts etc.) Marketing

3 National homologation of predefined regional marketing plans per market based on focus initiatives together with the Marketing dept.; ensure implementation and quarterly follow-up; monitor budget allocation and manage contribution models Develop specific/national marketing and sales campaigns where necessary Customer Relationship Management (CRM) / Customer Complaints Consult the markets to set-up and professionalize CRM and analyse survey results to derive improvement measures Assure that (sensitive) customer complaints are handled and solved in a timely manner; elaborate solutions in exceptional cases together with the markets and relevant corporate entities Parts Logistics / Availability Coordination of relevant (and sensitive) logistics topics in support to the Global/ Regional Logistics Center (e.g. Order split, Export Controls, Theft-Relevant items) Market consultation in development of national concepts to ensure territory-wide parts supply and availability in line with contractual obligations and market specific requirements Training Cross function between market and Training Center, to analyse and discuss professionalization of market / retail qualification and initiate specific training measures Key Account Management (KAM) Downstream and implementation of the regional KAM concept on national level with key focus on parts sales, purchase loyalty, service solutions and proposition Coordination and support to markets in setting up the local KAM concept/function and qualification by training-on-the-job Initiate and participate in regular market and customer visits in close cooperation with the relevant sales

4 and CSP functions Consult the markets / national KAM function to develop customer specific CSP solutions, dedicated campaigns, bonus and incentive schemes to exploit potentials and maximize parts revenue opportunities with defined Commercial Vehicle key account customers ( National Champions ) Stock-taking of fleet structures (size, brand, usage) and maintain structured up-to-date data in the respective tools (KAM database) Facilitate regular and structured controlling and reporting of fleet turnover and purchase development Analyse market structures and competitor positioning to derive action fields Facilitate regular communication within the dept. and in peer groups; foster best-practice exchange; thereby contribute to a continuous enhancement of the regional KAM approach Supported Business / Pricing Coordination of CSP price positioning with focus on Supported Business measures (yearly PCI package, Sticker-Price-Campaigns, Tender) and product management (e.g. MB Oil, Remanufactured parts) Execution and steering of all activities related to Supported Business in the assigned markets; quantitative and qualitative evaluation of support requests according to guidelines incl. re-negotiation activities Obtain relevant approvals and confirmations incl. financial evaluation with respective F&C functions; coordinate market communication with all required documentation Evaluate and process market specific modification inquiries in alignment with F&C and Logistics Ensure compliant archiving and filing of all relevant sales information according to Daimler standards and regulations Market Analysis and Reporting Regular and periodical check of market target fulfilment and actual business development status with defined key performance indicators (KPI) and standardized reporting tools incl. SWOT/gap analysis and qualitative assessment Elaboration and update of holistic market potential analysis to address white spots and further push CSP

5 exploitation Guidance to markets in executing potential analysis and derivation of exploitation measures with the breakdown on business units, sales channels, and vehicle age segments /lifecycle Initiation of corrective action in stipulated action plans with tasks, responsibilities and time-line: follow-up of fulfilment in the sense of a feedback control system Status and ad-hoc reporting; experience exchange within the team/dept./center to generate a holistic regional view Leadership Recruit, manage and develop the team; mentor temporary assignments and interns Leading and developing the assigned employees on basis of the leadership criteria by target agreements, development plans and regular performance evaluations Provide managerial ability to ensure agreed targets are met and fulfilled by regular internal communication on a qualitative and target oriented level Achieve and keep the team on a motivated and high performing level as part of the comprehensive Regional Center cultural understanding Assure that both, the Daimler AG/Regional Center business principles and rules & regulations are adhered and the assigned employees are well informed and instructed to act accordingly Assure a standardized reporting and information flow to the Head of Business Management CSP; provide regular status/project updates to other concerned functions or business entities Compliance & Business Integrity Assure that business relevant legal regulations, Daimler AG business principles and guidelines, tools, systems and processes are well-known and successfully followed Coordinate and support a stable and consistent approach and handling of business related topics with regards to mandatory compliance reporting and documentation in close cooperation with concerned cross functions (i.e. Treasuries, Financials & Controlling, Compliance body)

6 Promote and support knowledge by regular information and updates within the team for compliant and transparent business handling Personal Development Enhance and further develop personal and managerial competencies and skill-set to fulfil requirements of function Regular and self-reliant information and updates on CSP developments, products, tools, systems and processes Participation in in required/mandatory qualifications and updates on standards, guidelines and compliance framework Qualifications Attributes Passion Respect Integrity Discipline Knowledge/Skill/Experience 5-10 years experience in the automotive/commercial vehicle business Distinctive analytical/managerial skills Entrepreneurial thinking and acting Highly developed ability to negotiate Customer-oriented thinking/acting

7 Cultural knowledge / experience in Middle East region a plus Willingness to conduct extensive travel activities, English & Farsi are must German, French or Arabic are a plus Qualification Preferably University degree in business management / economics / engineering or comparable education Apply for this job Benefits car Meal-Discounts Coaching Flexitime Mobile Phone Canteen-Cafeteria Events Parking Health Discounts