Senior Manager, Aftersales Department
The purpose of this position is to lead the Aftersales Department, ensuring efficient operations and exceptional customer support. The role focuses on driving revenue growth through strategic planning, market analysis, and effective execution of sales strategies. By setting clear goals and objectives aligned with corporate strategy, the Senior Manager will enhance customer satisfaction, maintain high-value customer relationships, and optimize performance metrics, ultimately contributing to the overall success and profitability of the organisation.
Responsibilies:
- To lead the Aftersales Department for the business unit
- To ensure efficient operation, customer support and driving revenue growth through strategic planning and execution.
- Set clear goals and objectives for the team alignment with company strategy and department targets.
- Develop and implement comprehensive sales strategies to maximise revenue.
- Analyse market trends and customer needs, identify growth opportunities and strategies.
- Monitor spare parts and components sales, and service performance metrics, KPIs and targets, and take proactive measures.
- Engage with high-value customers regularly to maintain relationships and address their evolving needs.
- Ensure services meet customer-specific Service Level Agreements (SLAs) and implement performance improvement plans.
- Provide forecasts on customer needs to internal stakeholders and develop strategies for effective client solutions and inventory.
- Define KPIs for customer engagement and develop protocols for documenting and resolving client interactions.
- Manage the sales targets and market offerings.
- Prepare and negotiate sales proposals, quotes, and contracts with stakeholders.
- Evaluate and act on customer feedback, developing plans to strengthen customer relationships.
- Other duties and assignments are as instructed by the superior from time to time.
Requirements:
- Bachelor's degree in Business, Engineering, or related field; Applicants with an MBA has an added advantage.
- 8-10 years of sales and service experience in the automotive, industrial, or manufacturing sector.
- Proven leadership and team management skills with a track record of achieving sales targets.
- Strong strategic planning and execution abilities.
- Proficient in market analysis and customer relationship management.
- Excellent analytical, communication, and negotiation skills.
- Proficiency in CRM software, willingness to travel, and adaptability to changing market conditions.
