After Sales Commercial Manager at TeamAce Limited

Job Summary:

The After Sales Commercial Manager is responsible for managing all after-sales activities, ensuring customer satisfaction, driving revenue through service and spare parts sales, and maintaining strong relationships with clients. This role involves strategic planning, process improvement, team management, and collaboration with various departments to enhance the overall customer experience post-purchase.

Key Responsibilities:

• Customer Service Management: Oversee the customer service team, ensuring timely and effective resolution of customer issues and queries.
• Revenue Generation: Develop and implement strategies to increase sales of service contracts, spare parts, and accessories.
• Relationship Building: Maintain strong relationships with key clients, understanding their needs and providing tailored solutions.
• Performance Monitoring: Track and analyze after-sales performance metrics, identifying areas for improvement and implementing necessary changes.
• Process Improvement: Continuously assess and enhance after-sales processes to improve efficiency and customer satisfaction.
• Team Leadership: Lead, mentor, and develop the after-sales team, fostering a culture of excellence and accountability.
• Market Analysis: Monitor market trends and competitor activities, adjusting strategies to maintain a competitive edge.
• Budget Management: Develop and manage the after-sales budget, ensuring cost-effective operations.
• Reporting: Prepare regular reports on after-sales performance for senior management, providing insights and recommendations.
• Compliance: Ensure all after-sales activities comply with company policies and relevant regulations.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field. A Master’s degree is a plus.
• Experience: Minimum of 5 years of experience in after-sales service management, preferably in [industry or sector].
• Skills: Strong leadership and team management skills, excellent communication and interpersonal skills, strategic thinking, and problem-solving abilities.
• Technical Knowledge: Understanding of the technical aspects of the products and services offered by the company.
• Certifications: Relevant certifications in customer service or after-sales management are advantageous.

Competencies:

• Customer Focus: Deep commitment to understanding and meeting customer needs.
• Commercial Acumen: Ability to drive revenue and manage commercial aspects of after-sales services.
• Leadership: Proven ability to lead and inspire a team towards achieving goals.
• Analytical Thinking: Strong analytical skills to assess performance metrics and market trends.
• Communication: Excellent verbal and written communication skills, with the ability to present ideas clearly and persuasively.