Service Sales & Retail Director

Job Summary:
  • Provide effective leadership, coordination and general direction to reflect The Volvo Way and promote the Company’s Mission, Vision and Wanted Position statements.
  • Drive Performance of the Service Sales within the Retail Network, with the appropriate pricing and sales policy for Parts and services
  • Manage and Control all aspects of Product Quality : Technical Product Support, Warranty, Campaigns, Service Contracts Portfolio Management, Connectivity and other service offers
  • Prepare and Execute the Retail Strategic Plan
  • Manage and Support the Network of authorized dealers and workshops for all brands sold in Morocco in order to improve customer satisfaction and retail profitability
  • Manage and Control all aspects of Truck Center Performance to reach a sustainable Profitable growth with positive Cash Flow and High Level of Customer Satisfaction
Main Tasks / Responsibilities / Authorities:
  • Implement Market Business Strategies and Develop actions plans to reach the Objectives
  • Secure Successful Implementation and development of service offers via Marketing activities and Business Analysis
  • Secure Brand, Product and Price Positioning for Service Offers
  • Actively drive and develop the service and maintenance contracts to secure the long term profitability of the network
  • Improve Parts availability within the Network in coordination with GTO
  • Ensure Better monitoring and follow up of Product Quality
  • Management of Warranty, Goodwill and Technical Campaigns
  • Support the Dealers Network to improve customers satisfaction
  • Handle Service Market Customer Complaints
  • Handle Dealers and Customers Discounts and Pricing Policies
  • Improve the Truck Center service offer absorption rate and Profitability with Positive Cash Flow
  • Improve the Overdue situation by Implementing the Order to Cash Process
  • Manage investments in wholly owned workshops
  • Manage and develop the retail network and dealer contracts to secure the right density of dealers and workshop standards
  • Secure competence development focusing on core dealer competencies
  • Drive the Implementation the Retail Strategy
  • Implement and Manage the Retail Processes
  • Improve the Quality of the Dealers Network
  • Secure Business System Support to the Dealers Network
  • Manage Financial Performance
  • Manage and develop own department and use resources efficiently through a leadership driven by Volvo values. Motivating, developing and encouraging excellent performance to drive profitability.
  • Fully accept and demonstrate the complete range of managerial responsibilities and utilise appropriate tools
  • Promote Internal communication
  • Promote commercial crew way of working
  • Secure Compliance to Volvo Group policies and guidelines
Key Skills / Competencies:
  • Proven leadership skills and ability to manage a high-performing team.
  • Ability to drive change and implement strategic plans at all levels of the business.
  • Strong Project Management skills.
  • Well-developed commercial and customer relationship skills.
  • Ability to solve problems through teamwork and motivating individuals.
  • Highly numerate with logical and lateral thinking, including business measurement.
  • Strategic planning.
  • Analytical skills.
  • Business and customer focus.
  • Communication and influencing skills.
  • Managerial courage and integrity.
  • Process management.
  • Understanding and supporting Volvo Tools and Systems.
  • Understanding Volvo Trucks and Bus Product Offering.
Required knowledge & experience:
  • Education / Professional Qualifications required for the position:
    • Hold a university degree and / or equivalent qualification
  • Formal training in leadership, communication and people skills would be valuable
  • Demonstrating a high level of competence in each of the Volvo Leadership competencies
  • Has a minimum 5 years of senior line management experience
  • Broad generalist within functional area
  • Good understanding of the retail business & environment and preferably within the area of commercial aftersales.
  • Able to demonstrate a clear vision, global mind-set and successful people & culture leadership
  • Experience of managing people.
  • Proficiency in English language is required.
The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success.







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