GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.
From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at www.gpstrategies.com.
Qualifications (Skills & Experiences & Education)
Years of Experience: Minimum years of experience needed: 10
Education
Required
Desired
Skills: General skills needed to perform the job
- Proficient in MS Office applications (Word, Excel, PowerPoint) and Dealer DMS system applications (CDK/R&R/DealerTrack). Intermediate level proficiency with Excel required.
- Knowledgeable in OEM Service & Parts Policies and Procedures, Audi/VW preferred.
- Consulting skills – ability to effectively consult Parts and Service dealership personnel based on specific areas of opportunity. Must be able to analyze the business, define opportunities, develop solutions, implement changes, and evaluate outcomes.
- Time Management – must be able to effectively manage dealer visitation schedule and multiple priorities and ensure each dealership visit is productive within time constraints.
- Analytical skills – ability to identify areas of opportunity based on a variety of data sources.
- Communication skills – primarily listening and speaking. Must be able to relay content in a concise and easy to understand manner. Must listen for opportunities and provide feedback in a constructive/diplomatic manner. Must also be proficient in creating visual content which effectively conveys the need for action and supports solutions that are proposed.
- Learning skills – must be able to learn content quickly, and keep up with the latest program developments.
- Personal Management skills – must be able to adjust priorities and adapt to changing work assignments.
- Integration/Collaboration – collaborate with Regional and Area After Sales Managers, In Dealer Trainers, and any other AoA roles that visit the same dealership. Join people, processes or systems.
- Influencing and negotiation skills - Achieve buy-in from dealership management, including the DP and/or GM, on focus areas of improvement, action plan and measurement of success.
Specialized Skills: Knowledge or certifications unique to this role
Required
Desired
- 10 years dealership managerial experience with thorough knowledge and understanding of fixed operations and track record of demonstrated business success.
- Competent in service capacity & retention planning.
- Proficient with all aspects of Dealer Service and Parts department processes.
- Proficient in reading and analyzing dealership financial statements.
- Ability to perform root cause analysis, gap analysis and implement best practices.
- Service Manager or Director experience
- Parts & Service marketing experience
- Retail or customer care experience.
- Consulting related to Service and/or Parts business in automotive industry.
- Audi/VW product knowledge.
- Proficient in Audi/VW Parts Policies and Procedures, and Terms of Trade.
- Experience in managing an express service concept within a dealership.
- Experience with multiple DMS systems.
Work Flexibility: Physical requirements, travel requirements, work schedule, etc.
- Frequent travel required throughout assigned Region. Weekly, with some exceptions.
- Work mostly during the week, but additional time may be required to meet deliverables.
Role Summary: Brief summary, 3-4 sentences which describes nature and level of work
- Follow instructions provided by After Sales Performance Program Manager (ASPPM).
- Responsible for implementing Audi After Sales strategy within dealer Service Operations (primarily), but also Parts.
- Key areas of focus are:
- Service Effectiveness (CP service traffic, Customer Loyalty)
- Customer Satisfaction (Audi Insight & JDP measurables)
- Capacity (including Days Wait and throughput)
- Dealer profitability through non-warranty channels
- Other time-related specific focus topics as relayed by After Sales Operations Director
- Role is very hands on with our dealers and Region teams to determine root cause of shortcomings, develop and successfully implement trackable action plans.
- Accountable to maintain weekly dealer contact reporting, and other regular progress reporting for assigned dealerships to Corporate and Region Personnel.
Role Responsibilities: List essential functions in order of importance; include percentage of time spent performing each function (total should equal 100%)
- Main responsibility – 80 % of time spent
- Provide in-dealership After Sales consulting services to dealership candidates selected through field team and HQ input, and aligned with Regional After Sales Manager.
- Focus on improving dealer performance in areas as assigned or identified with the assistance of the Area After Sales Manager for the dealership.
- Key on-site dealer visit activities include:
- Conduct a launch meeting with dealer management team and AoA field managers to discuss objectives.
- Perform discovery and analysis through observation of and interaction with dealer managers and staff.
- Formulate solutions and qualify workability with stakeholders.
- Conduct a closing meeting with dealer management team and AoA field managers to communicate solutions and obtain dealer commitment on an action plan.
- Main responsibility – (continued)
- Maintain a manageable span of focus areas for each dealer visit in order to be effective.
- General dealer interaction over the course of time should support these points:
- Service Processes that promote Dealer Service Effectiveness, Capacity, CSI, and Parts purchase Loyalty while maintaining Dealer After Sales Profitability.
- Audi Parts Sales: ensure Dealers are maximizing all sales channels to drive AGP sales.
- Academy programs: Service and Parts Performance Groups and Training Certification for dealership After Sales personnel.
- Foster interaction between Dealer Parts & Service functions to maximize marketing effectiveness and best practices.
- Support & implement Audi Service and Parts initiatives to ensure alignment with overall corporate objectives.
- Attend in-person meetings designated by After Sales Operations Director. Usually includes but not limited to After Sales and Region team meetings.
- Additional responsibilities – assign 20% of time
- Preparation for dealer visits
- Reinforcing each in-person dealer consultation with a wrap-up email to dealer and field teams which outlines the activities, recommendations, and dealer commitments/action plans.
- Audi Contact Reporting System entry to document dealer contacts.
- Collaboration with other AoA personnel to ensure optimum dealership visits.
- Includes interfacing with Regional After Sales Manager on deployment planning, tracking dealer progress, and developing target dealer lists.
- Virtual team meeting attendance including, but not limited to, reoccurring Regional After Sales Manager and After Sales Performance Program Manager calls.
- Learning program updates
With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature! Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.
GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.
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