Aftersales Field-Based Automotive Consultant (m/f/d) (South-West England & South Ireland)

rpc was founded in 2013 as a joint venture between the BMW Group and H&Z Unternehmensberatung AG and is represented in twelve countries with over 450 employees.

Our Retention Consultants offer specialised expertise to assist retailers in expanding their active service customer base, thereby enhancing  lead retention & revenue generation.

In this role, you will identify opportunity for growth of the service business and increase customer retention using supporting systems and tools. This will be achieved through investigative analysis to identify opportunity potential, along with supporting the Retailers with maximisation of that opportunity through structured marketing and the development of processes.

The Retention Development Consultant will:

• Work with the rpc UK team to create and implement network wide long and short term strategies to improve aftersales retention.
• Lead regular in-person retailer Retention Reviews using supporting systems and information to identify opportunities for performance improvement including Retailer Health Checks, visit slide presentations, on-site product & sales training.
• Actively support retailers in optimising their processes, executing effective marketing activities, conducting KPI analysis, generating reports, and identifying opportunities for improvement.
• Define the scope for strategic opportunity and propose the set of action points to convert the available opportunity.
• Respond to retailers and or ‘client’s’ request for specialist Retention support and knowledge on an ‘ad-hoc’ or ongoing basis for specific Retailers where required.
• Understand data sets to support with creation of bespoke marketing campaigns for customer base.
• Support clients with the delivery of projects and initiatives devised to increase Customer Retention resulting in Labour and Parts sales growth through new and/or revised processes, new technology etc.
• Provide opportunities to collaborate service offerings throughout other channels within business.
• Develop a strong operational relationship with the Customer Retention Manager (or equivalent), MIS Champion, Service Manager and Head Of Business at all Retailers.
• Document the ‘output’ of all retailer visits through a Visit Report and Action Plan.
• Maintain communication with the Retailers between visits to offer guidance/support and to ensure that agreed actions etc. are ‘on-track’ for completion.
• Understand the Retailers partnership with customer and develop strategies to further expand on this.
• Before engaging in retailer visits, conduct a thorough retailer assessment, emphasising the key areas of improvement. Throughout retailer visits, lead discussions regarding retailer performance, placing special emphasis on areas of underperformance.
• Participate in weekly virtual meetings with the Service Development team. These sessions serve as a platform for Retention Consultants to address any issues raised by the network during the week, while also allowing the Development team to provide pertinent updates to the team.

Our ideal Development Consultant will have a minimum of two years’ experience within automotive aftersales operations and have strong organisational, numerical and time management skills, along with:

• An understanding of Customer Retention principles and Aftersales Marketing concepts.
• Awareness of importance of Relationship Management.
• Ability to demonstrate self-driven campaigns/initiatives and innovative Best Practices to showcase ROI successes.
• Ability to interpret, analyse data and information from variable sources and make recommendations; including Reporting Dashboards, DMS reports, etc.
• Excellent verbal and written communication skills with exceptional attention to detail.
• Ability to inspire people to contribute to the success of a programme.
• Can demonstrate a high degree of being able to work on own initiative and motivation.
• Personal qualities of integrity, credibility, and a commitment to and passion for the brand.
• Flexibility to stay away from home for up to three days at a time.
  
  

What’s in it for you?

At rpc we offer a corporate culture that is better than others - that's just the way it is! Our employees describe us as open, dynamic, friendly and appreciative. Decision-making processes are short and hierarchies are flat.

Prospects beyond the next career level: At rpc you have the opportunity to use your strengths according to your individual liking, take on responsibility quickly and actively shape the company. Our in-house rpc academy takes care of everything else. As a young and rapidly-expanding consultancy, we offer employees a host of unique opportunities. We give you plenty of space to make an impact and are proud to have been voted Growth Champion and Best Consultants.

Our work is customer-centric, interdisciplinary and international. We wholeheartedly support our clients throughout all project phases, from strategy development to execution and steering. rpc is represented in nine countries worldwide. Collaboration between our offices makes working at rpc an especially enriching intercultural experience.

In joining rpc, you can enjoy:

• A competitive salary
• Bonus incentive
• Company Car
• Fuel Card
• 25 days annual leave (plus Bank Holidays)
• Pension Plan
• Cash back health care scheme

Working pattern and location:

• 40 hours per week
• Monday - Friday
• Field-based, South / South-West area
• Permanent contract

Alexandria Oguns