GM Standards Coordinator Job in Kenya - Associated Motors Limited

Our client (Associated Motors Limited, AML) is the leading General

Motors East Africa Ltd. (GMEA) dealer network in Kenya with a country

wide presence .

AML is looking for a passionate, performance driven, results oriented individual to fill the following position based in Kenya.

Job Title & Level: GM Standards Coordinator

Business Function: The GM Difference & Customer Service
 

Reports To: Dealer Principal
 

Responsible For: GM Difference! & Customer Relations
 

General Purpose for the Position: Co-ordinate with GMEA team on: roll out of GMD! At the dealership, Customer Service Index (CSI), training to all dealer staff, customer relations, enhance customer satisfaction, co-ordinate telephone handling skills & telephone mystery shopping, periodical monitoring in conjunction with GM GMD Coordinator.
 

Duties & Responsibilities

• Coordinate with GMEA Team on GMD Standards roll out, training, implementation, monitoring and evaluations.


• Be the GMD! Centre of expertise (COE) in the dealership


• Ensure that the GM Difference Guidelines are properly adopted and followed


• Follow up on action plans to overcome identified problems relating to products and Service


• Issue up-to-date monthly Customer Data (Sales, Service, Parts) to External Supplier for Mystery Shopping and Analysis


• Coordinate responses on CSI analysis results to dealer personnel


• Carry out internal surveys every 6 months to evaluate adherence to retail standards and processes


• Ensure results of internal & external surveys are used to identify areas of improvement and action plans are followed to enable continuous improvement


• Ensure dealers GMD! performance is reviewed regularly and reported to all relevant personnel for enhancement of dealer performance


• Champion Customer Retention and customer enthusiasm by:

1. Arranging customer visits


2. Attending customer events to listen to customers


3. Arranging Customer lunches/dinners


4. Writing customer Thank you letters / emails / SMSs


5. Maintain and follow-up of customer concerns and complaints resolutions

• Circulate recurring complaints to dealer management for information & action plans


• Co-ordinate with External Supplier on half yearly Telephone Mystery Shopping with management for action plans and continuous improvement


• Ensure all retail personnel attend the GM Difference trainings appropriate for their roles.


• Carry out induction on new employees on GM Difference Role


• Any other duties that may be assigned by management from time to time

For appointment of this position, the successful candidate must have the following qualifications:

• Bachelors Degree, preferably in Business Management or Marketing


• Computer literate with proficiency in Microsoft office and Excel


• Must be proactive and possess good administrative and interpersonal skills with an eye for detail


• Minimum 2 years in automotive background is an added advantage

How to Apply

Send your application and detailed resume to info@hcmc.co.ke to reach us by Friday April 10th 2015. 

While

applying; quote the title of the position you are applying for on the

e-mail subject field; include your day and evening telephone number,

email address and current remuneration.

Only short listed candidates will be contacted.