Website Nissan
Nissan is a global full-line vehicle manufacturer that sells more than 60 models under the Nissan, INFINITI and Datsun brands. In fiscal year 2017, the company sold 5.77 million vehicles globally, generating revenue of 11.9 trillion yen. On April 1, 2017, the company embarked on Nissan M.O.V.E. to 2022, a six-year plan targeting a 30% increase in annualized revenues to 16.5 trillion yen by the end of fiscal 2022, along with cumulative free cash flow of 2.5 trillion yen.
NMEF Field Operation – Deputy General Manager
Job Title: Aftersales Field – Deputy General Manager
Department: Aftersales
Function: Field Force
Legal Entity: NMEF
Location: Dubai
Level: Deputy General Manager
Mission & Objectives
- Lead Nissan after-sales business growth in all verticals (service, wholesale, commodities, etc) in all assigned dealerships
- Consult and support Nissan NSCs in adopting plans to maximize customer satisfaction, revenues and profits
- Be the main source of competitive information in the assigned markets through extensive Gemba (field) visits to NSC locations, competitors after-sales facilities, parts traders and fleet/government customers
Tasks & Responsibilities
- Achieve parts channel sales objectives for assigned NSCs (parts, oil, battery, accessories, others)
- Achieve service KPIs for assigned NSCs (Customer Satisfaction, Service frequency, Parts/RO)
- Support the implementation of the yearly Business Plan BP with NSCs and follow up the progress monthly on all elements
- Support NSCs in developing and implementing yearly aftersales marketing calendar with clear ROI
- Support the implementation of Nissan Express Service in assigned markets
- Support Network Development in facilities planning and capacity planning
- Lead the digitization of services at assigned NSCs (Online Booing, EVHR, Live repair updates and others)
- Support the implementation of Nissan Service MSRP and all new aftersales initiatives
- Act as the main point of contact for Nissan with NSCs senior management on all aftersales matters
- Lead (along with sales team) the implementation and promotion of Nissan Genuine Accessories in NSCs showrooms and service centers
- Support the development and implementation of targeted aftersales incentive programs
- Support NSCs to improve fleet and government aftersales revenues
Country Specifics
- GCC, MED
KPIs
- Service Retention: Service Frequency score
- Parts Sales Revenue: Gross sales & channel sales (parts/UIO)
- Accessory Sales: Accessory Sales / NCS
- CS Survey: Overall Satisfaction %
BACKGROUND & SKILLS REQUIRED
- At least 10 years work experience in automotive aftersales business in the GCC/ME
- Proven track record of success in managing NSCs / OEMs aftersales operation
- Automotive Aftersales Business and Operations Management (Parts + Service)
- Financial management
- Customer Satisfaction PDCA Management
- Automotive Technical Knowledge
Behavioural Competencies Required
- Leader to deliver results
- Customer Focus
- Quality Focus
- Relationship Building & Management
- Communication with Impact
- Efficient Planning & Organizing
- Negotiation Skills
Minimum Education
- Bachelor of Science in Automotive Engineering/ Business
Language Requirements
- English (must)
- Arabic (Strongly preferred)
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