MAIN PURPOSE OF JOB:

To increase the market share
o To facilitate, plan and record, a working document, with strategies, action plans and results, to increase the market share
o Improve profitability by increasing dealership customer throughput
o Improve profitability by improving current processes
o Improve Customer Satisfaction

RELATIONSHIPS AND PERSONAL ACTIVITIES:

Directly responsible to the Dealer Principal
Relationships with Customers and company staff.

LIMITS OF AUTHORITY:
As stipulated by the Dealer Principal.

MAIN JOB FUNCTIONS:

Customer Satisfaction
? Analyse Customer Satisfaction results
? Analyse Mystery Shopping results
? Facilitating the answering of all customer complaints
? All complaints and communications to be filed electronically

Public Relations
? Insure that all public relations issues are handled in the correct and professional manner.
? Arrange product launches, marketing activities, PR activities and other special events
? Quarterly news letter design and distribution to target customers
? Managing external communication – According to CI
? Maintain relationships with existing clients of all departments within the dealership
? Generate new relationships - conquest clients – for all departments within the dealership

Quality Management - QMA program
? Insure that maintain QMA certification
? Program Leader for this project
? Insure that the QMA guidelines are effectively implemented in all departments
? Asses current processes for affectivity, and facilitate the change of processes to align with company
objectives
? Insure that actions are taken on audit findings or when deficiencies occur
? Report all non compliance to Dealer Principal

Dealer Standards
• Audit all departments monthly on the Dealer Standards criteria as per the most recent SA bulletin
• Report non compliance of Dealer standards to Dealer Principal

Database Management and Market Analysis
• Analysing complete database accuracy
• Analysing Purchasing behaviours
• Analysing Market Segmentation
• Analysing customer retention and loss
• Report on activity in relevant and profitable market segments
• Action specific activities to increase market share
• Maintain and grow an accurate Database of the dealership, i.e.,
New vehicle sales department
Used vehicle sales department
After sales departments, service and parts
Finance department.

Corporate Sales
• Analysing corporate sales, and facilitate the writing of an action plan to secure future sales
• Facilitate, plan and document with the Dealer Principal and New vehicle manager, a strategy for market growth in this segment
• Facilitate the contact management system i.e., focus pro system

EXPERIENCE AND QUALIFICATIONS:
Matric

Training
As part of developing our employees, training will be booked for you on a yearly basis. All training courses have to be attended.