Chief Operations Officer

The Chief Operations Officer will be reporting to the CEO. This role will play a pivotal role in shaping the operational landscape and driving the success of our aftersales business. With a focus on innovation, efficiency, and customer satisfaction, s/he will lead a dynamic team to deliver unparalleled service in the automotive industry.

Operational Leadership:

• Develop and execute operational strategies that align with the dealership's overall goals and vision.
• Oversee day-to-day operations, ensuring seamless coordination between sales, service, and support functions.

Inventory Management:

• Implement effective inventory management strategies to optimize stock levels and minimize holding costs.
• Collaborate with procurement and sales teams to maintain a well-balanced and market-relevant parts inventory.

After-Sales Process Optimization:

• Streamline sales processes to enhance customer experience and increase sales efficiency.
• Work closely with the sales team to implement strategies that drive revenue growth and market share expansion, supported by data.

Service Operations Excellence:

• Lead the service department in delivering high-quality automotive maintenance and repair services.
• Carry out process re-engineering to ensure optimal cost-efficiency, seeking opportunities for automation of processes and workflows.
• Clearly define service levels and address gaps.
• Implement best practices to ensure customer satisfaction, loyalty, and repeat business.

Customer Experience:

• Champion a customer-centric culture focused on delivering exceptional service and satisfaction throughout the organisation.
• Implement customer service standards and training programs to ensure consistent delivery of a superior customer experience.
• Address customer feedback and concerns promptly to maintain positive relationships and loyalty.

Resource Management:

• Optimize the utilization of resources, including personnel, equipment, and facilities, to achieve cost-effectiveness and operational excellence through the use of data.
• Foster a culture of accountability, continuous improvement, and employee development.

Compliance and Quality Assurance:

• Ensure the dealership's compliance with industry regulations, safety standards, and quality assurance protocols.
• Implement and maintain processes that uphold the highest standards of service and professionalism.

Qualifications & Attributes

• Bachelors degree in Business Administration, Operations Management, or a related field.
• Proven experience in a Chief Operations role for at least 7 years.
• Strong leadership skills with a track record of successfully managing and motivating teams.
• Extensive experience in a leadership role within an automotive dealership would be considered an asset.
• In-depth knowledge and experience of process re-engineering.
• Strategic thinker with the ability to develop and implement effective operational strategies.
• Excellent communication and interpersonal skills, with the ability to collaborate cross-functionally.