Stuart Hack Email and Phone Number

Managing Volkswagen Passenger Cars and Volkswagen Commercial Vehicles at Martins of Basingstoke. Working closely with both the Sales and Aftersales departments to ensure a positive and consistent business performance, engaging team culture and a premium customer experience. I have developed strong partnerships which have enabled me to ensure that the goals of the business are aligned to the brand vision. I have developed the business marketing systems and increased the online marketing presence which has resulted in a higher number of enquiries and sales targets have been met despite the showroom being closed during lockdown. I have improved the customer journey through the business by developing and embedding the sales and service core process. This has helped produce a consistently high customer service experience, along with improved business performance and an increase to ranking 28th from 61st on the brand scorecard. I have kept my team motivated and enthused to perform to their best during 2020-2021 by showing strong leadership, clear communication skills and maintaining a hands-on attitude.

Responsible for creating and implementing business and marketing plans alongside instilling and nurturing a culture whereby every individual has a clear understanding of the vision and strategies. I improved the brand scorecard by 31 places, based on year to date performance measured over a number of KPI’s. I developed internal processes, passed the VQM yearly audit and achieved the Sales and Aftersales excellence award in quarter 3. I embedded and maintained a new enquiry management system, increased the social media awareness of the business and the image ratio of used vehicles online. Improving the site appearance and team culture was a priority and I created partnerships with local businesses to provide an improved audio and visual experience in the showroom and additional accessories for display. Reason for leaving: Made redundant due to a management restructure that saw all Head of Business roles being removed from the group.

Working closely with the management teams to ensure consistency and best practice is shared across both sites. Responsible for recruiting, coaching and planning to ensure that targets are achieved and Porsche GB standards are maintained, whilst providing strong leadership and positive team engagement to influence others, creating a rewarding team culture. The hard work and focus paid off with both centres finishing top 3 in the Porsche service excellence awards.Reason for leaving: The opportunity and challenge of a permanent Head of Business role with Volkswagen Commercial Vehicles.

Having overall responsibility for the strategic agenda of the business; growing sales, leading, developing and empowering colleagues to deliver excellent customer service. Being a brand ambassador, working closely with Porsche GB and partnering with the local community to gain competitive advantage and increase market share. I was also able to take the opportunity to spend time working closely with the Sales Manager to gain a stronger understanding of sales process, enquiry management, stock turn, profit retention and working on what motivates the team to ensure continued momentum of sales.

This role gave me accountability for leading and developing the service, paint repair and parts teams, whilst broadening my skills with the benefit of working for a luxury car brand which demands high standards and a hands on approach to management. I developed the team culture, improved working practices, implemented the Porsche Service Core Process and as a direct result enjoyed positive growth in retail hours, labour sales, parts sales and customer satisfaction. Whilst in this role I was responsible for carrying out monthly performance reviews, business planning, presenting to the senior team, managing change, preparing for audits and budgeting.

I joined Poole Audi as an Assistant Service Manager in 2010, gaining promotion to Service Manager in 2011 and Aftersales Manager in 2013. During this time I was involved in recruiting, coaching, team development and business growth, whilst achieving an upper quartile customer service and financial performance. Working closely with the brand I gained accreditation from Audi UK in management, including a 100% pass in presentation skills. Under my leadership Poole Audi achieved the accolade of being number 1 in the UK for Aftersales customer satisfaction for a period of 18 months and also competing in the Twin Cup world finals in Germany. My biggest challenge was to manage the Aftersales team into to a new site to ensure capacity for future growth, including setting up a paint repair facility and a customer Drive-in Service. This was completed successfully due to regular planning, development and team coaching sessions taking place to ensure a seamless process for the team and customers. Reason for leaving: A new challenge to further develop my leadership and management skills, working for a luxury car brand with Inchcape UK.

My first role was Service Advisor before being promoted to Senior Service Advisor after successfully completing the Audi Accreditation programme. This position gave me valuable knowledge and skills working for a premium brand, understanding the difference in customer expectation and delivering an exceptional customer experience. I also provided cover and support in other areas such as Workshop Control, Bookings, Warranty Control and covering the role of Assistant Service Manager, after which I knew that I wanted to further develop my career into leadership and management.

After joining the business as a Service Advisor I undertook and passed all brand training gaining promotion to Service Supervisor, managing a team of 6. This role provided a challenge and helped me to understand the need for strong leadership, team culture and the importance of developing my coaching skills to help others reach their full potential.

This challenging and diverse role helped me develop a strong customer facing focus, the opportunity to sell additional work and develop my communication skills. I gained additional experience providing cover in the Parts Department, Sales Department and Workshop Control.

After joining Hendy Ford as an Apprentice Vehicle Technician I graduated and continued in the role of Vehicle Technician before gaining further experience in carrying out vehicle health checks for the workshop, also covering as a Service Advisor during absence.