Role Description

Reporting to the National Service Manager – company Southern Africa, the Area-Service Manager is mainly a field-based role responsible for the achievement of Automobile customer satisfaction, customer retention and part sales objectives. The role holder will work closely with respective retailers in agreement to implement Aftersales operational best practice, leading to business and profit growth for the company Motor Southern Africa Retailer Network.
Understanding each retailer’s opportunity and performance is essential to developing clear, agreed action plans that are reviewed after every meeting. These plans should exceed customer expectations and support business objectives. The role holder is accountable for delivering all HSAF-defined aftersales targets including parts sales, product updates and recalls, customer retention, service entries(PM/GR) and satisfaction through the implementation of operational programmes and standards.

 
Main Responsibilities:
Dealer management:

Act as the key aftersales contact between company  and retailers, building strong relationships at both operational and senior levels to drive commercial performance and mutual success. This includes conducting regular meetings within the retailer business, with the number of visits per month determined by dealer category and prioritized based on performance
Timely implementation and management of the Memorandum of Understanding (MoU) with retailers to ensure mutual clarity of expectations between senior retailer leadership and HSAF
Drive achievement of targets for total parts sales, service entries(PM/GR), sales per visit, product updates and recalls, customer retention & satisfaction (CSI) and completion steps to achieve MOU activity by implementing agreed development plans using documented performance tracking (PDCA), monitor progress, and provide ongoing guidance to ensure consistent delivery
Identify staff skill gaps using performance data, customer feedback, and manager input, then engage retailer management to support training by showing how development boosts sales, customer experience, and brand strength
Ensure full Retailer adherence to all Aftersales Franchise Standards and Business Terms

Analysis and reporting:

Implemented structured dealer meeting protocols, including pre-meeting agenda distribution and post-meeting PDCA-based action reporting within 48 hours to enhance accountability and continuous improvement
Carry out detailed retailer performance analysis and report findings to senior retail managers as required particularly when agreed operational staff actions are not completed within a reasonable timeframe. Additionally, conduct a formal performance review with senior retail staff on a six-monthly basis to support continuous improvement and alignment with business goals
Submit bi-weekly forecasts against set objectives, while maintaining flexibility to respond to ad hoc reporting requests as needed

Internal Relationships:

Build and maintain relationships with colleagues within HSAF to be aware of relevant issues and opportunities