After Sales Business Operations Specialist (Job Number: LAM000121)

Description

Role Summary:

• Perform monthly detailed dealer performance analysis about parts and accessories turnover, loyalty, model mix, warranty, customer pay, and training performance - which will show the dealership’s operational situation and establish detailed monthly reporting system.
• Review, analyze, and communicate findings and opportunities for dealership profit improvement based on dealer performance data (including but not limited to financial statements, sales reports, and customer satisfaction data) and local field team input.
• Establish/ support regional efforts/ programs to improve overall dealer turnover on parts & accessories as well as profitability
• Establish and execute appropriate correspondences sent to dealers regarding performance in a timely manner
• Summarize results, data, processes and recommendations in a clear and concise manner and feedback to headquarters in Italy
• Present findings to Lamborghini America management, area managers and if needed, to dealership management
• Support Regional Retail Marketing in parts and accessories promotion, and specialized marketing/loyalty programs via traditional and digital methods
• Establish and execute detailed and powerful PowerPoint After Sales presentations for Regional and Dealer Meetings
• Plan, budget and execute all dealer training for the Americas region for Sales, Service, and Technical roles
• Serve as a liaison between the dealer network and Lamborghini HQ in Italy for all training related topics
• Serve as QMS AQMC and lead After Sales department in all QMS-related topics including but not limited to: establishing new process standards, forms, and work instructions, creating all swim lanes, managing and organizing all related documents, and participating in internal and external audits
• Serve as PCMS Lead for all of Automobili Lamborghini America and lead the brand in all PCMS topics, including but not limited to: identifying and documenting PCMS related processes, leading PCMS

Role Responsibilities:

Business Development– 50% of the time

• Complete analysis of financial statements, performance reports, P&A Turnover, Loyalty Data, Days Down Reports, Warranty costs, Org charts, market analysis, CSI/SSI reports, dealer scorecards, etc. for all applicable dealerships
• Ensure integrity/accuracy of dealer financial statements and identify/implement process for improvement
• Conduct discussions with field team members to develop a comprehensive understanding of the dealership operations and steps for improvement

Reporting, Follow-up, Region support -35% of the time

• Track dealer profitability results and impact of action plan implementation
• Implement and track benchmark reporting and KPIs in collaboration with local field team
• Ensure field teams, regional management, and headquarter are aware of action plans, results, etc.
• Collect and disseminate best practices for performance improvement and increased profitability
• Establish impactful PowerPoint presentation to support Regional/ Dealer Meetings 

Management Systems – 15% of the time

• QMS AQMC function and lead After Sales department in all QMS-related topics
• PCMS lead for US/LA on all PCMS-related topics

Qualifications

Qualifications:

Years of Experience:

• 5-7 years of Automotive Experience 
  

Education – Required:

• Bachelor’s degree or equivalent degree in business/ economics/ automotive
  

Education – Desired:

• Fundamentals Automotive After Sales/ Technical experience 
  

Skills:

• Proven track record of analytical and conceptual thinking and implementation
• Proven problem solving abilities
• Attention to detail and process orientation
• Established resource management abilities
• Strong work ethic with internal motivation to succeed and support others
• Ability to problem solve and prioritize
• Forward-thinking with ability to work effectively with minimal direction
• A great attitude and proven ability to be an effective business partner, team player, and collaborator
• Partners at all levels of the organization, with ability to negotiate and influence to achieve results
• Basic knowledge of dealer financial statement evaluation and review
• Experience in assessing operations, designing processes, mapping processes, and work plan development
• Advanced knowledge and experience utilizing data analysis tools (Excel)
• Experience developing impactful PowerPoint presentations
• SAP/ Business Objects System knowledge

Specialized Skills – Required:

• Understanding of complete retail dealership operations
• At least 5 years of experience in relevant automotive OEM operations role (Sales, After Sales, Network Development, Distribution, Field, etc.)

Work Flexibility:

• 5-10% Travel in peak times

Volkswagen Group of America is an Equal Opportunity Employer.  We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.

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