Mercedes-Benz Cars Middle East

Regional Manager Customer Service and Parts

AE-Dubai
Vacancy ID
2017-1498
Company
Daimler Commercial Vehicles MENA
Category
After-Sales / Service / Parts / Technical

Overview

Reporting to

  • Head of Customer Service and Parts

Main Objective

  • Steering and development of General Distributors (GD)/Dealer body in the assigned markets – focus: Kingdom of Saudi Arabia - to ensure achievement of the quantitative and qualitative targets in Customer Service and Parts (CSP) business.
  • Maximize exploitation of market potentials to secure sustainable growth and performance improvement.
  • Establish market transparency; optimize planning and reporting tools according to corporate requirements.
  • Interface role between Daimler AG, the Regional Centre, the market Wholesale Organization and national Key Account Customers.
  • Responsibility to develop and implement strategic and/or market specific projects and products within a defined scope and time line.
  • Input to the network strategy and monitor the fulfilment of the CSP Mercedes-Benz distributor standards in close collaboration with Network Development.
  • Ensure that legal regulations, Daimler AG business principles and guidelines followed.

Responsibilities

Tasks

 

Market Planning

  • Coordination and alignment of the CSP target agreement with the markets; setting of operational development objectives aiming to further advance and professionalize the business
  • Compilation of regular expectations and simulation of forecasts according to corporate guidelines

Market Steering

  • Downstream of a market specific CSP strategy on basis of the regional framework to ensure sustainable growth
  • Coordination of implementation of defined measures, programs and products (e.g. Workshop/Logistics processes, Service Contracts, Remanufactured parts etc.)
  • National homologation of the regional marketing plans based on focus initiatives together with the Marketing dept.; ensure implementation and quarterly follow-up; monitor budget allocation and manage contribution models
  • Consult the markets to set-up and professionalize CRM and analyse survey results to derive improvement measures
  • Market consultation in development of national concepts to ensure territory-wide parts supply and availability in line with contractual obligations and market specific requirements
  • Close collaboration with Network Development in network planning and setting up new facilities; accompany audits

  • Coordination with market and Training Center, to analyse market / retail qualification and initiate specific measures

Market Analysis and Reporting

  • Regular and periodical check of market target fulfilment and actual business development against defined key performance indicators (KPI) and standardized reporting tools
  • Guidance to markets in executing potential analysis and exploitation measures in sales channels and vehicle age segments /lifecycle; initiation of stipulated ‘action plans’

Key Account Management (KAM) / Active Sales Force (ASF)

  • Downstream and implementation of the regional KAM/ASF concept on national level with key focus on parts sales, purchase loyalty, service solutions and proposition
  • Analysis of market structures and competitor positioning to derive action fields
  • Coordination and support to markets in setting up the national organisation and qualification by training-on-the-job

Parts Sales Campaigns / Pricing

  • Coordination of parts price positioning with focus on push measures and product management
  • Execution and steering of all activities related to sales campaigns in the assigned markets; quantitative and qualitative evaluation according to guidelines

Leadership

  • Leadership to and development of assigned employees on basis of the leadership criteria by target agreements, development plans and regular performance evaluations
  • Achieve and keep the team on a motivated and high performing level as part of the comprehensive Regional Center cultural understanding
  • Assure that both, the Daimler AG/Regional Center business principles and rules & regulations are adhered and the assigned employees are well informed and instructed to act accordingly

Compliance & Business Integrity

  • Coordinate and support a stable and consistent approach and handling of business related topics with regards to mandatory compliance reporting and documentation in close cooperation with concerned cross functions (i.e. Treasuries, Financials & Controlling, Compliance body)

Requirements

Attributes

  • Passion
  • Respect
  • Integrity
  • Discipline
  • Customer oriented
  • Strong interpersonal skills

Knowledge/Skill/Experience

  • 5-10 years’ experience in the automotive/commercial vehicle business, distinctive analytical/managerial skills, entrepreneurial thinking and acting, highly developed ability to negotiate, customer-oriented thinking/acting; cultural knowledge/experience in Middle East region a plus
  • Willingness to conduct extensive travel activities, English a must – Arabic, German or French are a plus

Qualification

  • Preferably University degree in business management / economics / engineering or comparable education

Start date

  • ASAP


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