Automotive Aftersales Manager / Director
BMW & MINI Tunisia
Total des années d'expérience :13 years, 8 Mois
Developing a new business strategies and setting-up projects that incubates the new activity trends inspired from BMW brand directions, aiming to offer an outstanding premium customer journey and guarantee a sustainable business.
Leading the Premium Customer-Centric transformation projects within Aftersales business units. Responsible for reviewing internal business operational processes, based on customer journey feedback, with a view to upgrade it to highest standards.
Supporting aftersales department managers in implementing necessary changes by involving & accompanying them conducting gap analysis and internal process review, Brands & Market best practices.
Managing the whole aftersales activity for HONDA brand in Tunisia, and leading multidisciplinary teams, including spare parts, service, warranty, and body & Paint. Closely working with sales & marketing departments, and top management consolidating our efforts to develop the business with the vision of satisfying our customers with the most appropriate level of services and support, strengthening the HONDA brand notoriety in the market.
Leading cross-functional teams, and supervising operations of 30.000's product warehouses, 15.000.000 TND inventory value, 3 indoor parts counters (retail and wholesales), and 26 franchise sub-dealers across Tunisia. Acting as main group representative for spare parts, and aftersales business facing international and local business partners like; RENAULT/DACIA, NISSAN, LADA, CASTROL, ELF/TOTAL …
Managing a team of 15 people (Parts Ordering, Parts Logistics, Parts Reception, Warehouse-Keeping Team, Inventory
Control) 30.000 products warehouse, and 10.000.000 TND inventory value in Main Store and 2 other Branches.
Acting as the first contact for parts & accessories supply facing local and international suppliers like: CATERPILLAR,
JOHN DEERE, MCF, GROVE, OLYMPIAN, FG-WILSON, etc…
Main Responsibilities :
Manage the stock replenishment process, and ensure that's done in line with best metrics and deadlines.
Ensure all ERP system generated stock orders are vetted, and appropriate action taken based on sales history,
forecast and market information.
Ensure new models parts orders are appropriate to support the product nationwide.
Ensure that suppliers forecasts are in line with the lead time requirements to ensure adequate stock is available.
Manage the main dealer inventory, the implementation and maintenance of storage techniques and assist the parts
activity throughout the branches.
Monitor suppliers lead times on a monthly basis and ensure system parameters are reviewed in line with the
results.
Monitor the parts in transit time (arrival, customs clearance, compliance, documents).
Constantly review suppliers level of service and the pricing is competitive in the marketplace, to ensure customers
satisfaction and maximum benefit to the company.
Ensure that annual stocktaking is conducted in accordance with company policies and procedures.
Ensure that weekly, monthly and cyclic stock counts are conducted as per the required schedule.
Manage and supervise the warehouse activity in accordance with supplier & company's policies and best
practices.
Ensure the submission & reporting of all KPIs and necessary data to the company Top Management and to
suppliers, in line with required deadlines.
Accomplishments / Contributions :
Increasing the total parts availability from 79% to 85% by reinforcing the NPI process & implementing a new
lost analysis process on quotations. Consequently, increasing parts sales and our customer’s satisfaction.
Enhancing the parts Net Loyalty Score from 30% to 45% by offering better parts availability, reducing the lead
time, and leading to a better customer’s experience.
Honored by 4 Stars Certificate for CAT Contamination Control in warehouse by implementing Caterpillar
Process & Coaching the warehouse team on the matter.
Responsible for:
Monitoring the fleet of machines (New Arrivals, Sales Counter).
Preparing proposals of advocating NPI parts stock (New Product Introduction).
Monitoring the activity of NPI recommended references/part numbers, and suggest adjustments if necessary.
Tracking counter & service lost sales of spare parts.
Monitoring the timeliness of the warranty with the relevant service.
Processing parts availability claims.
Monitoring of replacements.
Tracking parts returns to suppliers.
Monitoring stock surplus, and recommend necessary actions.
Preparing stock replenishment & purchase orders.
Responsible for:
Conducting technical training sessions on Caterpillar systems for our technicians and customers.
Developing training packages and presentations for customers.
Animate Caterpillar T.C.D.P. (Technician Career Development Program) as a T.C.D.P. Team Leader.
Conduct technical training sessions on Caterpillar NPI (New Products Introductions).
Schedule and process learning and development programs.
Monitor E-learning plans for service and sales technicians.
Administrating Caterpillar E-learning site: user’s profiles, registrations, approvals, preparing individual learning
plans and certification programs.
Liaising with other line managers.
Reporting back to training center manager.
Insuring technicians, managers, and customers learning satisfaction, and learning goals achievement.
Liaising with customers (which may include training courses and product selling).
Maintaining detailed knowledge of the company’s products & services.
Keeping abreast of what competitors and other dealers are doing in the matter.
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