Dealer Network Service Quality Manager

Title: AUTOMOTIVE Dealer Quality ManagerTeam : Quality & Customer SatisfactionSalary Competitive (Est' 60K-70K) + BenefitsLocation Field BasedCompany detailsAn enviable reputation for quality lies at the heart of this passenger car brand and this role is a key appointment. You will be joining one of the UK's fastest growing EV passenger vehicle brands with an established pedigree and a loyal fan base! This is not just another car company and its recent performance demonstrates real resilience and growth . In the UK its market share has surged at a time when most other car brands are in decline or stagnating . These beautiful cars offer style and luxury as well as a history . The company even has its own fab club! Brand loyalty is an obsession and in this capacity you will re-launch Mystery Shopper programmes and “drop in ” unexpectedly to the various UK dealerships to gauge service levelsYou will actively identify underperforming dealerships, improve their customer service, and remove them if they don't improve. This is a very hands‑on role with plenty of UK travel across the dealership network. The customer experience at the heart of this job!DUTIES Identify poor-performing dealersFocus on Customer satisfaction feedback & service qualityCreate improvement action plansCoach staff and set performance targetsIntroduce and manage new customer experience programmes (surveys, Mystery shopping , brand experience programmes )Drop in and visit dealerships in person to assess the sales and aftersales experienceLaunch & run mystery shoppingUse data to track improvementsSet up guidance, KPI's for dealersAnd potentially remove underperformers!Requirements Automotive dealership experienceAdvanced excelOEM backgroundCar driver /owner (extensive travel in this role)#J-18808-Ljbffr