Jobs at Associated Motors Limited for GM Standards Coordinator-Kenya 2015
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.
- 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:
- Arranging customer visits
- Attending customer events to listen to customers
- Arranging Customer lunches/dinners
- Writing customer Thank you letters / emails / SMSs
- 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.