A unique opportunity has arisen for an After Sales Manager to work in the Operations Team to play a leading role in VavaCars Turkey. We are in vibrant scale-up mode so you will have the opportunity to strongly contribute and be a key player. You will work best when things move fast, and if you enjoy working with smart, creative and energetic people. This is a hands-on role with impact from day one, with ownership and responsibility.
VavaCars is setting out to revolutionize the secondhand automotive industry in emerging markets, by creating the world’s most trusted car transaction platform. Headquartered out of London, with initial locations in Turkey and Pakistan, we aim to provide ease, transparency, simplicity, and trust to buyers and sellers of used cars, which includes individuals, corporates, franchise- and independent- used car dealers.,
Role Mission
In this position you will be managing the After Sales team to provide streamlined and cost effective after sales processes while maximizing unit profitability and ensuring utmost customer experience. As a technology first start-up you will be expected to dive deep and live and breathe the operational KPIs. We believe in detail and thus, use data, metrics, and logic to understand our business, drive action and deliver results.
What you will be doing
- You will be working with the cross functional teams, including Purchasing and Sales teams, to maximize business performance and overcome challenges; you will develop strong relationships and earn trust
- You will be building and managing a team of experts in mechanical and auto-body parts with ability to repair and recondition cars; you will hire and develop the best
- You will design, develop and execute our repair, refurbishment and reconditioning operations to support the B2C customer experience and improving profitability; you will invent amp; simplify
- You will manage and ensure all cars to be sold through B2C are prepared and checked against a best-in-class checklist to be in as good as new condition; you will insist on the highest standards
- You will run and manage all the after-sales programs including warranty, buybacks, and service contracts by ensuring service performed meet the best and highest quality standards; you will live and breathe customer obsession
- You will manage the after sales claims made by customers (individuals and dealers) in the most cost effective way with the focus on reducing the claims rate whilst ensuring positive customer experience; you will live by frugality
- You will stay up-to-date on the latest and best equipment and tools, and market practices for car repair, reconditioning, and refurbishment
Requirements
- Minimum of 5 years of experience of after sales function within an automotive retail operation
- Negotiation skills with technical expertise to resolve all claims and after sales issues in a professional manner with a bias for customer experience
- Strong leadership skills and ability to inspire teams to provide a first-class customer service experience
- Best in class track record of meeting and exceeding operational metrics and targets consistently
- Organized amp; structured to be able to plan the working day and reprioritize as needed
- Be able to think on your feet with a 'can do' attitude
- Positive and enthusiastic approach
- Advanced English (written and verbal) compulsory
Benefits
We offer a unique and exciting package - nothing like this has been attempted in the local auto space and we want to attract only the best and brightest. We offer a competitive remuneration package and a culture that focuses on employee happiness. Our benefits include:
- Unique entrepreneurial and leadership opportunity to sketch your career masterpiece
- Working as part of a global, highly ambitious organization
- Competitive compensation with performance bonus, benefits and employee stock options
- Office location is Istanbul, European side
- This role reports to Head of Operations