Manheim is the world’s largest automotive services company and, through its unparalleled range of products and services, drives every stage of the used vehicle lifecycle. A subsidiary of Atlanta based Cox Enterprises, one of the world’s leading media companies and providers of automotive services and winner of 14 industry awards for both service and performance excellence since 2005, including Best Remarketing Company four years in a row.
Manheim handles nearly 10 million used vehicles worldwide, facilitating transactions representing more than $50 billion in value. In the UK Manheim provides a national physical auction network, comprising 17 centres of which eight have dedicated commercial vehicle activities, a dedicated trade-only direct sales channel and three online bidding /sales channels.
Manheim also provides vehicle inspection, SMART repair, reconditioning and pre-sale preparation; transport; logistics; full defleet management and outsourced end-of-contract administration. In addition Manheim is the UK’s leading automotive digital marketing specialist providing retail marketing and specialist web marketing support to more than 85% of the Top 200 UK dealer groups. Services include dealer websites, stock locators, social media services, SEO, live chat, vehicle photography, showroom systems, lead management software and aftersales customer contact systems.
Joining them as an Assistant General Manager – Service Delivery, you will lead, manage and drive all aspects of the Service Delivery Function, providing dedicated support and resource to ensure customer service excellence is maintained at all times, championing change and ensuring operational excellence, compliance and efficiency.
Responsible for managing and supporting the effective running of the entire service delivery remit, including vendor support, auction support and payments office, you must ensure that all Service Delivery teams are effectively resourced and be responsible for the development of relationships with clients (vendors and buyers) who use the auction centre; identifying and developing opportunities to build new business for the centre. Enhancing your understanding of client needs and continually developing networking opportunities and professional relationships with the branch key buyers and vendors, you must ensure that service delivery to all clients meets all contractual and quality KPIs, including Vendor SLA compliance.
You will also be the initial point of escalation for all service delivery enquiries, both internal and external, and must support compliance with the ICS accreditation standards, taking appropriate action with your teams to drive service excellence.
With proven leadership experience gained within a similar environment and a proven track record in successful team management, you must be capable of working within rigid regulations and procedures and a background in a fast paced business. Proven experience within an Operational / Logistical environment is essential and you must have experience within a customer facing role and the ability to resolve customer queries and complaints to a mutual satisfaction.
Experience in understanding and analysing financial reports and / or budgets with the ability to analyse data to drive performance is essential coupled with a proven track record of improving performance and profitability through change management and process efficiency.