Hypercar Concierge and Aftersales Coordinator

Department overview:&

The AMTA Aftersales Team is responsible for the management and delivery of all Aftersales activity within North and South America in collaboration with our Retail Network. This includes delivering on Customer experience, AML strategic and operational business plan objectives as well as supporting network profitability

Job Purpose:

To be a single point of contact for UHNWI with regards to managing and developing client and dealer contact strategies including managing any customer complaint cases.

To proactively develop, document, embed, enable and support/coordinate delivery of the processes which provide an end-to-end aftersales and ownership experience for Hyper Car customers, including, specifications, service, repair strategy and roadside assistance etc. In addition, coordinate the supporting activities, such as repair manuals, special tooling etc. and vehicle servicing, including vehicle transport and logistics.

Key areas of focus will also be to act as the interface between AML and the customers with regard to service work and to sell accessories, servicing and ‘Hyper Car experiences’ to customers as well as to support the customer when warranty work is required,

In addition to performing these tasks, the employee is expected to take an active role improving the offering to customers through processes such as benchmarking and process standardization.

Key Duties and Responsibilities:&

• Benchmark competitor Hyper Car customer experience processes.
• Supporting the AMTA VIP Sales functions, such as specification submission, liaising directly with clients and dealer representatives to support the customer experience and internal deliverables.
• Develop, propose and implement effective vehicle service and repair solutions considering the management of customers and utilizing the Hyper Car service hubs. Document and embed the processes which deliver an end-to-end aftersales customer experience.
• Develop a process of continuous improvement concerning the roadside assistance strategy and documented vehicle recovery methods.
• Continued assessment of service and added value opportunities, which contribute towards customer satisfaction and revenue generation.
• Maintain an up to date working knowledge of the company’s systems, products, components, manufacturing methods and techniques, essential for discussions with suppliers, partners, and customers.
• Manage projects relating to roadside assistance, roadside event car hire, customer journey development, service plans and customer satisfaction programmes etc.
• Manage US customer contact to strategy for servicing, including but not limited to agreeing an negotiating pricing, arranging car collection and return, communicating service work completed on a car.
• Manage US customers in the event that their car has a malfunction, including liaising with the Aftersales technical team (who will use telemetry to monitor cars in service) and when necessary Aston Martins support partners.
• Coach and train US customers where they have issues due to lack of experience / familiarity with their Hyper Car vehicle.
• Act as aftersales business manager with dealers, driving the highest level of technical competence.

Experience and Qualifications:&

• Capability to interface at all levels, cross functionally.
• Capable of being client facing with UHNWI.
• Experience of developing and documenting policies & processes.
• Understanding the relationship between Owner, Dealer and Manufacturer with a full understanding of the Aftersales functions.
• An appreciation of vehicle servicing / repair techniques and the feasibility to conduct repairs within differing environments.
• IT literate – understanding of MS Office applications.
• Excellent verbal & written communication skills.
• Able to construct a financially viable business case based on sound logic.
• Extensive automotive and sales / after sales experience
• Excellent knowledge of VIP customer service / After Sales processes
• Excellent communicator
• High level of technical understanding around hyper cars
• Strong understanding of Aftersales processes
• Bachelor’s or master’s degree, or technical education
• Experience of working within an automotive dealer environment (aftersales).
• A basic technical knowledge/understanding of automotive manufacturing processes and vehicle operation

Behaviors:&

• A high level of collaboration across functions and levels both within AML and with external partners / suppliers.
• Able to place themselves in the shoes of the customer, balancing commercial opportunity with customer needs.
• Clear, concise, and transparent communication skills, both written and oral.
• Committed to deliver on customer promises, both internal and external.
• Confident to challenge the way we do things, looking for opportunities to develop, adapt or Improve company processes or the way we do things.
• A good level of strategic thinking and planning.
• technical understanding, very good communication skills, negotiation skills, knowledge of human nature,
• Aftermarket understanding
• Act as sole contact for customers and dealers
• Customer Focus – the definition of customer for this role is very varied and the post holder will need to have the ability to constructively interact with them all

Salary:& $120k - $130k

Belong at Aston Martin

We understand that the incredible beauty, craft and art that defines an Aston Martin comes from the inclusion of our amazing people.

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation and beliefs. We celebrate diversity and are seeking applicants who can bring something different. Please speak to us if there is anything you need to support making an application with us.