Group Aftersales Retention Manager

Recruiter
Group 1 Automotive
Location
Hertfordshire, UK
Salary
Competitive
Posted
20 Jun 2019
Closes
02 Jul 2019
Ref
1185851692
Contract Type
Permanent
Hours
Full Time
Group1 Automotive

Group Aftersales Retention Manager

Are you a driven, enthusiastic and motivated individual? Do you thrive in a fast paced environment? Are you currently working in Aftersales or Marketing and looking for the next career move?

If the answer is yes to the above then we want to hear from you! Group 1 Automotive are looking to hire a top in class professional to take on the role of Group Aftersales Retention Manager.

About the position

The core objective of this role is to increase the number of Service Customers visiting the Retail Centre whilst ensuring existing customers remain loyal. This requires internal departmental collaboration, timely and relevant communication and the delivery of exceptional customer service.

This objective will be achieved through the development and implementation of a sustainable and effective customer retention strategy. This will require local opportunities to be identified through effective use of the MIS Aftersales system and outbound activity and events delivered through close collaboration with the relevant internal marketing, CRM and other customer facing departments.

This role will ultimately be responsible for ensuring that loyal customers remain loyal, lapsed customers return to the Retailer and unknown customers are recovered to the Retailer network, whilst also delivering profitable growth within the business.

Responsibilities;

Understand the current performance of the Aftersales business.

Implement and maintain ongoing performance measurement reports.

Ensure that existing core service retention programmes are fully utilised, well promoted and provide the customer with timely and relevant communication.

Actively engage with colleagues at our OEM partners to ensure that the latest programmes, services and developments are implemented and well communicated within the Retailer.

Engage with the marketing team to implement effective, targeted and continuous digital campaigns both through direct email and social media.

To engage with the new car and used car sales teams to ensure that any Group vehicles taken in part exchange are retained within the franchised network and sold as Approved Used Cars. Where this is not commercially viable, an alternative solution should be explored to ensure end user customer details are retained.

Through collaboration with the marketing and CRM teams, utilise the analysis from the MIS Aftersales system and internal data interrogation to implement bespoke, effective and measurable campaigns and customer contact activity to reactivate the Retailers lapsed and lost customer base.

Continually analyse and improve the customer journey to ensure that our customers receive a seamless and efficient experience and the exceptional customer service they expect.

Continuously challenge and develop new and existing programmes to increase customer retention and improve Retailer awareness of customer change of ownership.

Identify and with the assistance of the marketing department, implement bespoke out of home marketing initiatives to select targeted areas of high opportunity.

About us

The Group 1 Automotive network is a well-established and growing automotive group in the UK, with offices also in America and Brazil. Group 1 Automotive is the 10th largest dealer group in the UK, representing Barons Group, Beadles, and Think Ford. All dealerships in the Group 1 Automotive network offer fantastic career opportunities, state of the art resources, training and competitive earnings packages.

If you see yourself in the above position and would like to find out more about what it is like to be part of the Group 1 family, we'd like you to apply now

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