Rob Shead Email & Phone Number

Bracknell, England, United Kingdom

Area Customer Manager for Honda UK working with Honda Aftersales dealers in Yorkshire and the North East to develop business performance.

Bracknell, England, United Kingdom

Bracknell, England, United Kingdom

Field Based

Field Based

Responsible for 28 Fiat Group service sites (Fiat, Alfa Romeo, Fiat Professional, Chrysler, Jeep, Dodge and Abarth). Achieved substantial improvements in customer experience resulting in exceeding group CSI programme targets. Work closely with Service teams, Aftersales Managers and Dealer Principals to create an improved working partnership that ensures strength in the brand. Carry out coaching of dealer staff to implement brand policy and procedures thus ensuring an improved and consistent customer experience. Responsible for a substantial customer goodwill budget for the zone. Complete brand standards audits with the dealer to ensure the customer experience is consistent between all sites. Direct dealer staff in the completion of manufaturer training identified through comprehensive training needs analyses to result in an individual accreditation. Agree and manage annual dealer objectives.

West Yorkshire

Responsible for two service departments with a total of 50 staff selling around 37,000 hours per annum. Aligned departmental processes resulting in improved workshop efficiencies and customer experience. Increased bottom line profit to exceed group KPI. Established strategic territory marketing that increased workshop penetration by 25%. Successfully setup both departments first Volkswagen Quality Management programme adherance resulting in a first audit accreditation. Implemented robust staff appraisal system to promote individual development and reduce staff attrition.

Berkshire

Came into the business at a time of great change following acquisition which required complete change of policies and procedures. Carried out full capacity review resulting in the adoption of a workshop shift system covering 72 hours opening per week. Developed detailed working capital and cost control to achieve consistent results ahead of budget. Average monthly labour sales of £137,000 with reatined DP average of 31%. Completed six month Volkswagen training programme to become an accredited Volkswagen Operations Manager. Implemented a robust department adherance to Volkswagen Quality Management standards resulting in successive audit accreditations and leading to processes and systems being adopted at other Volkswagen sites within the group.

Cardiff, United Kingdom

Started with Hartwell on the graduate programme and after successfully completing went on to be service manager in Volkswagen Newport and then Volkswagen Cardiff