Aftersales Business Manager

Ferrari has a most desirable track record, in Formula One as well as in GT production cars, record business results and voted one of the World's most powerful brands. Working with Ferrari means working with engineering excellence and innovation on the highest level.
Above all Ferrari is an international team working with the highest level of professionalism and dedication, based on performance, meritocracy and continuous development, with innovation at the heart of our future.

Provide Ferrari dealers with needed expertise in field operations.  Coordinate activities concerned with providing dealerships with administrative, technical service and parts support.

Essential Duties and Responsibilities:

• Aftersales Business Manager is responsible for preparing for and attending quarterly dealer visits with the Area Sales Manager, Regional Retail Marketing Manager, Retail Marketing Specialist, and Retail Marketing Coordinator to ensure proper alignment on overall Ferrari North America message and vision
• To assist and liaise as Factory Representative for each of our respected Ferrari Dealer’s assigned to each Aftersales Business Manager.  Implement and administer Parts and Service Department programs, policies and procedures including attainment of objectives and adherence to Factory standards
• Monitor, advise, train and develop recommendations/guides for operational improvement to Dealer Principals and Dealership Managers in the areas of Wholesale/Retail Vehicle Sales, Vehicle Inventory, Market Penetration, Accessory/Parts Sales, Inventory Control, Service Training, Warranty Administration/Cost Control, Consumer Relations, Customer Satisfaction, Effective Marketing, Shop/Technician Efficiencies and Factory programs such as Power
• Schedule and arrange all travel plans to perform dealer contacts for each assigned dealer once a year
• Prepare and verbally present structured presentations at annual Service Managers, Factory and in-house company meetings
• Develop Marketing tools and activities to support the Aftersales operations and dealers
• Control and supervise all the KPI’s related to the Aftersales operations
• Manages the Network performances to ascertain the compliance to the standard
• Collect the recovery plans for non-compliant dealers and ensures that deadlines meet the action plans and the deadline and implement recovery actions
• Assist the Vice President of Aftersales in implementing the strategic activities
• Back up the Area Managers while performing dealers’ visits
• Lead the Master Plan project making sure all the dealers comply with the requested standards
• Analyze competitors’ performances to create a point of reference benchmark
• Responsible for all dealer assessment projects:
  • Mystery Calling/Mystery Repair
  • Data Analysis
  • CSI
  • Retention and Welcome Back Program
  • Coaching Program
  • Best Practice
• Customer Support:
  • Roadside Assistance organization, performances and cost efficiencies
• Dealers’ training curriculum development

QUALIFICATION REQUIREMENTS

Educational/Training Requirement:

• Bachelor’s Degree with strong related experience

Experience

• 5+ years related experience

Licenses/Certifications:  N/A

Knowledge, Skills and Abilities:

• Background must be well-rounded in the area of sales and dealer business management and analysis
• Automotive technical background with extensive electronic skills
• Knowledge of Lemon Law and products liability processes
• Knowledge of dealership operations and extensive customer relations skills
• Knowledge in Parts and Warranty procedures

• Ability to multi-task in a dynamic, ever changing environment
• Must have strong work ethic and integrity
• Highly proficient in Microsoft Office and knowledge of AS400

OTHER REQUIREMENTS

Physical Requirements:

• Must be able to travel frequently (40-50%) domestically, with some international travel.  Weekend travel as required.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the Company’s discretion at any time.

We are an Equal Opportunity Employer
M/F/D/V