JOB TITLE: SSA Network Development & Customer Experience Manager
DEPARTMENT: Dealer Network Development, Training & Customer Experience
BRANCH: Stellantis Sub-Sahara Africa
REPORTS TO: Head: Dealer Network Development, Training & Customer Experience
PURPOSE OF POSITION:
The Manager for Dealer Network Development, Training, and Customer Experience plays a key role in expanding, strengthening, and enhancing the performance of the Stellantis Network within the Sub Sahara Africa Region. This position is responsible for identifying new investor opportunities, managing existing partnerships, and ensuring consistent delivery of high-quality customer experience. The role also involves roll out of Stellantis training curriculum within Sub Sahara Africa market to enhance operational excellence and drive market penetration and best in class customer experience.
MINIMUM QUALIFICATIONS:
- Bachelor’s degree in business administration, marketing, sales, or a related field.
- Professional certifications related to automotive retail, sales, business development or project management.
- Proficient in Speaking & Writing French is preferably.
COMPETENCIES AND SKILLS:
- Strategic Planning: Ability to develop and implement strategic plans to expand the network and presence in various markets.
- Communication: Strong communication skills to effectively liaise between the company and its Importers/ Distributors.
- Negotiation: Proficient negotiation skills to establish deals and partnerships.
- Analytical Ability: Strong analytical ability to assess market trends, customer survey feedback and network performance to drive decision making.
- Attention to Detail: Excellent attention to detail to ensure quality standards.
- Problem-Solving: Ability to address and resolve any issues that may arise in dealer relationships or performance.
- Financial Acumen: Understanding of financial metrics and budgeting to optimize cost-effectiveness.
- Project Management: Ability to manage multiple projects and deadlines concurrently.
- Customer Centric Approach: Align Importer / Operations toprioritize the needs, expectation and satisfaction of customers.
EXPERIENCE:
- A minimum of 10 years overall work experience, of which 5 would have been in Sales, Aftersales, Business Development or Dealer network management.
- Previous experience in the Automotive Industry.
- Experience in developing and implementing business strategies.
- A history of maintaining strong relationships with investors and other stakeholders.
- Experience in monitoring and analyzing investor performance and implementing improvement measures.
- Practical experience with tools and systems to analyze customer satisfaction and quality data.
KEY DUTIES AND RESPONSIBILITIES:
Dealer Network Development
- Develop and implement strategies for expanding and optimizing the Network within Sub Sahara Africa.
- Identify, assess and onboard new investors in strategic locations to enhance market penetration.
- Conduct market analysis to identify areas of opportunity for network expansion and to keep abreast of industry trends and competitive landscapes.
- Collaborate with internal teams to ensure Importer/Distributor facilities meet brand standards and guidelines.
- Establish performance benchmarks for Importers/ Distributors and ensure regular evaluation and improvement plans.
- Manage Importer/ Distributors contracts, renewals, and compliance to maintain alignment with corporate goals.
Network Training & Development
- Manage roll out of the Training Curriculum within all markets and track certification rate across all job titles.
- Arrange periodic training workshops, conferences to improve skillsets and operational knowledge within the network.
- Foster a culture of continuous learning and development at the Importers/ Distributors.
Customer Experience & Quality Management
- Manage Customer experience governance for Importers/ Distributors, ensuring brand consistency.
- Oversee the collection and analysis of customer feedback to identify areas for improvement with the network.
- Analyze customer feedback and implement action plans with Importers/Distributors to address areas of concern.
- Work closely with all Importers/ Distributors to optimize customer-related processes to improve efficiency, reduce errors, and increase customer satisfaction.
- Roll out Operating Standards including quality control processes and systems to ensure excellence in customer experience. Instil a strong culture of quality within the teams.
- Conduct regular audits/assessments to evaluate Importer/Distributor compliance to operating standards.
- Coach Importer/ Distributor staff on quality assurance procedures and protocols.
Performance Monitoring & Reporting:
- Develop KPIs and performance metrics to evaluate Importer/Distributor performance.
- Generate regular reports on Network performance, customer satisfaction and training accreditation.
- Present findings and strategic recommendations to senior management.
- Benchmark Network performance against industry standards and competitors.
“At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams, will allow us to better meet the evolving needs of our customers and care for our future.”
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