Long Description

Job Summary

The responsibility of the Sr. Service Manager is to lead the service function for the Automotive brands, develop and implement plans and programmes in order to achieve service targets in terms of revenue, quality and effective customer’s service.

Job Responsibilities

•    Delivery of department’s customer satisfaction index and relation targets, service sales and gross profit targets and fix it right first-time targets
•    Identification and development of talent amongst the team by conducting regular appraisals framework for the following.
o    Performance management using set goals and objectives
o    Renewing goals and objectives and Identifying training needs
•    Timely support to front office for smooth delivery of service customer, follow ups concerns or cases required to meet the customer service index objective
•    Coach, counsel, discipline and motivate the team members to maintain healthy relations in the department with an aim to steer their efforts towards positive contributions for its goals.
•    Timely support to the shop floor staff for delivery of the productivity, fix it right the first time and health safety standards, Be involved in ensuring the standard are maintained and required support is provided
•    Provide weekly, monthly reports on the operations, competitor activities
•    Prepare the budget and plan for after sales service, incorporates the marketing or promotion activities decided for the brand. Ensure the desired balance is achieved between retail, warranty and internal service revenues through regular plan monitoring and target setting
•    Review progress of service jobs on a daily basis to ensure timely and quality work and to resolve any critical issues or problems. Ensure quality and consistency in the process of customer handling from the point of first meeting to the point when the vehicle is handed over after servicing
•    Liaise with principals in an appropriate level to ensure proper communication specially with regards technical support, goodwill contributions and customer issues as they arise
•    Positively contribute to the overall objective of Aftersales with respect to the customer service index and profit objectives; And to the Process of continuous improvement

Candidate Requirements

•    Bachelor’s degree in Mechanical Engineering, preferably with Automotive specialization
•    10 years’ experience in a similar position, preferably in Mechanical and Bodyshop experience
•    Strong organizational skills, detail oriented, and the ability to handle multiple priorities
•    Excellent people management skills
•    Planning, organising and leadership abilities
•    Team player

Education

Job Summary

The Area Manager drives the efficient and profitable operation of the assigned Costa Stores. Ensures the Costa experience is consistently delivered to all customers, store teams are positively led and empowered, and quality store operations are maintained and sales targets are reached or exceeded. Ensures efficient and timely rollout of systems, procedures and programs. Responsible for 15 to 18 stores.

Job Responsibilities

• Works with stores’ managers to identify opportunities to increase sales and maximize efficiencies, staff costs, inventories
• Mentors daily, weekly and monthly/ quarterly financial performance, and ensures cash handling and banking is carried out in compliance with company policies and procedures
• Assists Line Manager in reviews and budgets
• Assists in selecting competent team members
• Supports, participates in training and develops staff for future potential
• Manages employee issues and disciplinary matters
• Ensures all brand standards, policies and procedures are communicated to team members and are complied with
• Checks quality of service, coffee and food excellence
• Utilizes customer feedback to lead stores in identifying gaps and executing improvements
• Ensures all stores appearances and equipment are maintained to brand standards, local regulations and all brand required reports and documents are completed accurately and delivered on time
• Contributes to Costa success by leading stores’ operations within his area, customarily exercise discretion in managing the overall experience of the stores
• Develops store management talent; workforce management, manpower decisions, customer satisfaction and product quality and financial performance
• Develops talent and identifies training needs through coaching and mentoring
• Works with the Training Manager to ensure training needs are addressed
• Ensures a succession plan is in place to meet future manpower requirement
• Involved in Local store marketing initiatives and drive store performance
• Involved in selecting costa locations & new store acquisitions
• Involved in store design & build to ensure that all costa stores are built according to the design pack & brand standards
• Ensure the costa policy and procedures are completed by the store manager & sign monthly paper works
• Ensure the MC related paper works are completed by the store manager & sign day to day paper works during the store visits
• Involved in product ordering forecast
• Involved in above the line marketing activities and lead outdoor event/activities
• Involved in making any new operational/financial policies related to audit and brand excellence
• Ensure NSO on time, up to standard and budget

Candidate Requirements

• Strong verbal and written communication skills
• Good leadership skills
• Knowledge & understanding of  P&L/ KPIs
• Able to positively engage, motivate and influence other
• Highly self-motivated and directed with an attention to detail
• Excellent organizational, planning and time management skills
• Ability to train and develop the skill and knowledge
• Experience in operational management
• Experience within retail hospitality sector (preferable coffee shops industry)
• Computer proficiency

Education