We are hiring for an experienced Aftersales & Network Development Director for the Audi Brand at Volkswagen Group Middle East. In this role, you will be responsible for developing and implementing standardized processes to ensure efficient and profitable pre-sale and aftersales Parts & Service operations, while adhering to manufacturer policies. You will focus on achieving exceptional customer satisfaction and service quality at the retail and RSC levels in the Middle East markets, while meeting Parts & Accessory targets and managing the Audi Aftersales budget. Additionally, you will oversee the fulfillment of regional sales standards per the General Distribution Agreement (GDA), ensure all new and current facilities meet Audi brand requirements, and manage new Importer/Dealer contracts. You will also lead the GDA management process for existing dealers, guide the pitch process for new dealers, and serve as the primary point of accountability for the strategic direction, readiness, and rollout of electric vehicles and connected vehicle services in the region, ensuring synergies and efficiencies across the brands.

MAIN RESPONSIBILITIES

• Manage the total Audi After Sales functions, within the authorized dealer/ importer network in accordance with the company policies and procedures to contribute and achieve the company’s overall objectives of growth, profitability and excellence in customer service.
• Ensure requirements for service level agreement from Group Service are defined, negotiated and reviewed in a professional manner.
• Ensure all brand’s related requirements are fulfilled within the Middle East region in regard to dealer After Sales standards and performance requirements. This includes but not limited to CSS, LiS, Call centre, Training.
• Lead an After Sales team including performance appraisals, recruitment, personnel and organisational development as per company HR policies.

Aftersales Accountabilities

• Development and implementation of Audi After Sales strategies for the Middle East region including the definition of the key measures to achieve outstanding level of customer satisfaction.
• Development and participation of policies and After Sales programs.
• Development of incentive/promotional programs for Audi Parts & Accessories and Quality.
• Management of vehicle owner enquiries/complaints processes in conjunction with Customer Experience and Customer Care teams
• Market analysis relating to new products or opportunities.
• Monitoring of warehouse and logistics KPIs including stock turns, outstanding supply rate and inventory in conjunction with Group Service team and highlighting of any impact on Audi KPIs and customer service.
• Negotiate and agree dealer parts & accessories purchase targets Ensure adequate support to all partners in regard to technical support
• Definition of Audi Aftersales Dealer Training requirements and communication to Group Service for planning.
• Monitor and improve all Audi After Sales procedures and processes.
• Develop reporting system for both dealers and VWGME for all responsibilities and accountabilities.
• Conduct and participate in regular Aftersales Conferences in the Middle East region.
• Ensure effective handling of product recall campaigns focusing on completion rates
• Implement Aftersales Marketing Campaigns.
• Monitor and drive all relevant dealer KPI targets (eg Parts, Accessories, CSS etc).