Aftersales Market Manager, Southern Region (Research Triangle, NC)

We are people who want to make a difference.

Everything we do starts with people. It’s what makes us different from all other car companies. If you share our belief in the power of people and our passion for human-centric innovation, you will thrive together with brilliant, like-minded colleagues who are committed to making a true difference?

Aftersales Market Manager, Southern Region

Raleigh, North Carolina

Job Summary:   

Within Volvo Car USA, we are looking for an experienced Aftersales leader who has a passion for Volvo Cars, our customers and a superior ownership experience.  This role works within our Carolinas Market, helping each Volvo Retailer deliver a truly exceptional customer experience.  Located in Raleigh, NC, the role includes consulting and providing the tools necessary to each Volvo Retailer so that they are profitable and successful in the market they represent.  This role is suitable for people who thrive in a fast paced, and evolving environment.

Key Qualifications:

• Manage of group of highly motivated Volvo Retailers, providing direction, coaching and support.  Inspire continuous innovation and high results
• Drive retailers and region with unique and new ideas to drive sales and customer experiences through marketing and communications across omnichannel strategy
• Manage relationships with Volvo retailers, Regional and National colleagues to collaborate and think ‘outside the box’
• Possess and maintain a high level of ethics, values, integrity and trust

Key Responsibilities:

• Evaluate retailer performance and make recommendations and implement change in business operations.  Examples include; Retailer profitability, digital business models, electrification.
• Communicate best practices in order to improve parts & service business performance opportunities at the retailer level             
• Work with retailers to enhance and elevate the customer experience while promoting customer loyalty and retention in a luxury automotive environment.
• Handle customer issues while developing retailer personnel with regard to appropriate customer handling in order to enhance the Volvo experience (includes coordination of buybacks, and litigation avoidance efforts)
• Monitor, coach and improve retailer’s competencies in training via Volvo’s Performance Academy
• Analyze and coach warranty & compliance to ‘best in class’ retailer levels

Competencies/Experience/Skills Required:

• Strong interpersonal and communication skills - able to establish effective working relationships and resolve conflicts in win-win way using written and verbal methods
• Analytical skills - to gather and use information logically to reach a clear understanding of situations
• Possess excellent presentation and coaching skills
• Ability to work independently as well as within a team
• Consulting skills - ability to offer helpful advice and counsel to colleagues and customers.
• Knowledge of Microsoft Office products

Additional Requirements

• Minimum 5 years’ experience in automotive or retail customer service operations desired
• Prefer a working knowledge of automotive technology
• 50% overnight travel required
• Role is based in Raleigh, NC (area)

Education

• Bachelor’s degree in a relevant field required

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. 

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.