Job Description:

Job information Digital Aftersales Section Manager from the Company Honda, this latest Digital Aftersales Section Manager job vacancy is located in the city Bracknell located in the country United Kingdom . This latest job opening is open to job seekers who have the latest education / graduate GCSE . Job Vacancies in this Digital field have been opened and published up to the specified time.

Job Responsibility:

Date: 23 Jul 2024

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work. The regular office hours are 08:00 - 16:00 Monday to Thursday with a half hour lunch break & 08:00 - 13:00 on a Friday. However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home for a maximum of 50% of the working days in any one month, again providing there is no business requirement to attend the office.

Role: This role will be responsible for the delivery of existing digital aftersales programs, including management of the relationship with external suppliers and other Honda departments, to ensure achievement of SLA's, quality and cost targets.

In addition to the above, you will also contribute to the strategic planning of new initiatives that deliver improvement to our customer ownership experience. The successful candidate will lead the digital aftersales team, and regularly demonstrate the ability to inspire and persuade senior management in Honda Motor Europe (HME) and branches/distributors, while understanding varied business priorities and cultural differences within those organisations.

The role includes responsibility for supporting branches and distributors with their digital aftersales activities.

This role requires travel within Europe. Main Responsibilities:

• Manage the successful and consistent implementation and improvement of existing customer-facing and dealer network-facing digital programmes, for example Digital Service Record, Digital Owner's Manual and Electronic Vehicle Health Check, including:
  • Ongoing monitoring of results against SLA/KPI targets and reporting to support this.
  • Managing the rollout plans and agreeing targets with branches.
  • Exploring opportunities for integration with other Honda digital programmes.
  • Regularly communicate with HME and branch management on all programmes to report performance against agreed KPIs.
• Be a key member of the strategic planning team for aftersales activities working to prepare and launch new programmes, including:
  • Manage third party suppliers, from the tender process and contract negotiations onwards.
  • Work with ISD (Information Systems Division) and other internal stakeholders to design and develop programmes.
  • Oversee and support branches and dealers with rollout for new digital programmes.
  • Collaborate with the Training department to develop dealer training material to ensure the operation and benefits of new programmes are widely understood.
• Responsibility for preparation, control and reporting of the department's budget.
• Provide support as required on other digital projects that affect customer experience.
• Use the Genba (go to the place) approach to maintain a good level of understanding of customer needs and expectations in the European markets.
• Deliver all activity with the purpose of generating greater customer satisfaction, retention and dealer profitability.
• Ensure that all activity is compliant with European legislation (including GDPR) and is compatible with Honda Aftersales Operating Standard.
• Always demonstrate use of Honda Philosophy and customer first thinking.
• Develop and manage all available resources to create the best business performance.
• Ensure continuous corporate governance and high standards of ethical behaviour.
• Analysis of cases handled by the HCC (Honda Contact Centre) Digital team to determine quality improvement opportunities with products such as My Honda+ app.

Qualifications, skills and experience:Required

• A demonstrable ability to understand complex projects and distil the material to extract the key information for sharing with others.
• Be capable of balancing changing work priorities and meeting tight deadlines.
• Experience of collaborating with a team on projects/tasks to achieve set objectives within time, resource and budget targets.
• Implement measurable improvement plans following TQM (Total Quality Management) processes such as PDCA (Plan-Do-Check-Action).
• Work with a high level of accuracy and show an understanding of the consequences of errors and the actions to be taken in that situation.
• Proven ability to build good relationships and credibility within the business, and with an external network of suppliers and other Honda entities.
• Experience in developing and motivating a team, with effective communication to deliver its objectives and mutual goals.
• Able to propose change when necessary and explain the impact to the others.
• Talent for transforming a strategic plan into deliverable tasks and objectives.
• Willingness to travel within Europe, for example visits to dealers, suppliers and Honda branch offices, typically between five and eight times per year.

Desirable

• Fluency in other European languages.
• University graduate of Business, Project Management, IT, Technical Automotive or an equivalent education level would be advantageous but not essential.
• Significant experience in aftersales operations, preferably including an understanding of the car and motorcycle retail environments.
• High level of competency in MS Office packages i.e., Teams, Excel, PowerPoint.
• Experience of IT systems development and processes.
Understanding of the steps required to take a project from development, through to business as usual.

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.

Job Segment: Call Center, Strategic Planning, Information Systems, Quality Manager, Customer Service, Strategy, Technology, Automotive, Quality

Keywords : Bracknell jobs

Closed Date : 2025-03-06