Permanent - Sales Area Manager - Johannesburg (Incl. Northern Suburbs) - South Africa

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

Qualifications:

• Preferably a Diploma or Bachelor’s degree in Business Management
• Preferably a Diploma or Bachelor’s degree in Operations Management

Skills

• High level of operational interest is required, as role requires hands-on support of operational business
• Good knowledge of MS Office skills (especially Excel and PowerPoint)
• Good communication and negotiation skills
• Good time management skills and a flexible approach to work prioritisation and scheduling
• Customer focused, self-motivated and well-organized professional with strong analytical skills and the ability to think effectively across cross-functional teams
• Ability to travel extensively within South Africa required

Experience:

• Previous Motor Industry and Dealer Management experience
• A wide understanding of the external market
• Experience in an automotive aftersales environment, including Workshop/ Service operation knowledge
• Experience in Retailer service/workshop environment