SENIOR EXECUTIVE/ASSISTANT MANAGER – DEALER OPERATING STANDARD

Responsibilities:

Compliance and Implementation of Dealer Standards:
Inventory management:
• Improve, update and enforce Dealer Operating Standards (DOS) to ensure consistent dealership performance based on current business needs.
• Conduct regular audits and inspections of dealerships to verify compliance with operational standard;s and provide guidance to dealerships on maintaining compliance standards as specified by distributor.
• Support training sessions to dealership staff on DOS and best practices in areas such as customer service, sales digitalization processes, and brand representation

Customer Satisfaction and Experience Improvement:
• Ensure that dealerships deliver a consistently high level of customer service and maintain optimum brand experience.
• Plan, collaborate and execute dealer improvement plans to optimize customer satisfaction index scores to optimize customer experience.

Performance Monitoring and Reporting:
• Monitor dealer performance against key performance indicators (KPIs), such as customer satisfaction (SSI), sales effectiveness, service quality and operational efficiency.
• Generate detailed reports on dealership performance and provide recommendations for improvement to management and dealership stakeholders.
• Analyze data and trends to identify areas of improvement and best practices within the dealer network

Requirements:
• Degree in Business Administration/Accounting/Marketing/Customer experience or equivalent
• Minimum of 3 to 5 years in related field of customer experience/process improvements
• Strong knowledge in automotive dealership operations is an added advantage
• Proven ability to conduct audits, training and provide actionable feedback
• Excellent communication, negotiation and problem-solving skills
• Proficient in data analysis and reporting tools
• Customer oriented and creative thinking