Regional Customer Service & Parts Manager
Home UAE Regional Customer Service & Parts Manager Home UAE Regional Customer Service & Parts Manager Regional Customer Service & Parts Manager Full timeat a Laimoon Verified Companyin UAE Job detailsJob Description - Regional Customer Service & Parts Manager (DAI00010RW) Regional Customer Service & Parts Manager Group : Daimler Truck AG Description Objective of job: Steering and development of General Distributors (GD) in the assigned markets to ensure achievement of the quantitative and qualitative targets. Maximize exploitation of market potentials to secure sustainable growth and improvement. Ensure market transparency; optimize planning and reporting. Interface role between DTO HQ, the Regional Center, the Markets and Key Account Customers. Develop and implement Customer Service-related strategic and/or market specific projects and products. Input to the network strategy and monitor the fulfilment of the Customer Services (CS) distributor standards. Ensure that legal regulations, Daimler Truck AG business principles and guidelines followed. Main Tasks: Market Planning · Breakdown of annual Operational planning to the markets based on set premises and market potential. · Develop specific actions by product type/sales channel to support target achievement · Assessing market needs and identifying new opportunities · Coordination and alignment of the CSP target agreement with HQ & Markets; Prepare accurate forecast based on Net Revenue and Contribution margin · Develop Business Plan conjoint with Sales, Business Development and Marketing team. Implementation of defined measures and CS programs/products (e.g. workshop, logistics processes, Service Contracts, Reman, etc.) Market Steering · Development of downstream market specific CS strategy to ensure sustainable growth · Directing the activities of General Distributors within the assigned markets to ensure that organization's revenue goals and objectives are achieved · Continuous optimization of the Wholesale/Retail organization; systems, processes and structure · Supporting dealers to realize deals and build targeted marketing actions · Consulting GD teams to grow market penetration and increase customer satisfaction · Deliver expected results in terms of volumes and margin Market Analysis · Setting relevant KPIs and metrics to be followed up and discussed with GD's · Assess market trends by product/channel and put in place effective actions · Standardize reporting tools incl. SWOT/gap analysis and qualitative assessment · Elaboration and update of holistic market potential analysis to address white spots and further push CSP exploitation · Status and ad-hoc reporting; experience exchange within the team/dept./center to generate a holistic regional view. Marketing · Develop specific regional marketing and sales campaigns · Analyse customer insights, sales trends, market analysis, and marketing best practices to build successful strategies · Lead the execution of marketing programs from start to finish, leveraging internal support and driving collaboration · Building brand awareness and positioning Key Account Management · Downstream and implementation of the regional KAM concept on regional level with key focus on parts sales, purchase loyalty, service solutions and proposition · Initiate and participate in regular market and customer visits in close cooperation with the relevant sales and CS functions · Facilitate regular and structured controlling and reporting of fleet structure, turnover and business development · Analyse market structures and competitor positioning to derive action fields · Facilitate regular communication within the department and in peer groups; foster best-practice exchange. Network Development (ND) · Collaboration and support with ND in development of network planning and setting up and enhancing existing or new facilities · Support the steering of CS relevant content in course of network changes · Accompany relevant audits for standards to ensure compliance and fulfilment; follow up on agreed improvement measures during regular market visits · Support implementation of Distributor Retail Standards, regular review and follow-ups Supported business and pricing · Liaise between the markets and the RC team for productive and effective management of CS function (sales, business development, technical support, marketing, etc.) · Coordination of CS price positioning with focus on supported business measures (yearly SNP/PGS package, OTC/MDC, Tender) and product management · Implementation of all activities related to supported business in the assigned markets; quantitative and qualitative evaluation of support requests according to guidelines Customer Relationship Management (CRM) · Consult and being a sparring partner to the markets, to professionalize CRM · Management of customer complaints and resolution in a timely manner Parts Logistics · Coordination of logistics topics in support to the Global/ Regional Logistics Center · Market consultation in development of national concepts to ensure territory-wide parts supply and availability in line with contractual obligations and market specific requirements Training · Identifying market needs and cross function between market and Training Center, to analyze and discuss professionalization of market/retail qualification and initiate specific training measures for improvement. Leadership · Manage and develop the team, mentor temporary assignments and interns · Leading and developing the assigned employees (if any) on basis of the leadership criteria by target agreements, development plans and regular performance evaluations · Provide managerial ability to ensure agreed targets are met and fulfilled by regular internal communication on a qualitative and target oriented level · 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 DTO/Regional Center business principles and rules & regulations are adhered and the assigned employees are well informed and instructed to act accordingly · Assure a standardized reporting and information flow to the Head of Business Management CS; provide regular status/project updates to the concerned functions or business entities Compliance & Business Integrity · Assure that business relevant legal regulations, Daimler AG business principles and guidelines, tools, systems and processes are well-known and successfully followed · 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) · Promote and support knowledge by regular information and updates within the team for compliant and transparent business handling Personal Development · Enhance and further develop personal and managerial competencies and skill-set to fulfil requirements of function · Regular and self-reliant information and updates on CSP developments, products, tools, systems and processes · Participation in in required/mandatory qualifications and updates on standards, guidelines and compliance framework Qualifications Educational background · University degree preferably in business management / engineering or comparable education Experience · 5-10 years of experience in the automotive/commercial vehicle business · entrepreneurial thinking and acting · ability to negotiate · cultural knowledge / experience in Middle East region a plus Languages · English a must - Arabic, German or French are a plus Organization Daimler Commercial Vehicles MENA FZE Primary Location United Arab Emirates-Dubai-Dubai Work Locations Jebel Ali Dubai, United Arab Emirates, 261511 Jebel Ali Dubai, United Arab Emirates, 261511 Dubai 000000 Management & OperationsTo stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs , a non-profit, joint industry and law enforcement organization working to combat job scams.Hiring companyConfidential Improve your chance to get this job. 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