Full Time Senior Executive, Aftersales Strategy - Planning Jobs, in Proton New Energy Technology Selangor - Maukerja

About PRO-NET

Incorporated on 16th August 2022, a wholly-owned subsidiary of Perusahaan Otomobil Nasional Sdn Bhd. General (or Official) Distributor of smart vehicles in Malaysia & Thailand.

Our mission and vision are to become the leader in new energy ecosystem automotive solutions. Our business scope encompasses the distribution of New Energy Vehicles, provision of EV charging solutions, electronic parts and mobility solutions, finance and insurance services, retailing of accessories and merchandise, monitoring data services for customers as well as the latest technology in EV design and manufacturing.

The Role

Key Responsibilities:

1. Aftersales Strategy & Business Planning

• Support the development and implementation of annual and periodic Aftersales strategies and business plans.
• Translate overall company objectives into measurable Aftersales targets and action plans.
• Support the Manager in identifying business opportunities, operational gaps and areas for improvement.
• Prepare management presentations, business proposals and strategic recommendations.
• Conduct market, dealer and operational analysis to support Aftersales decision-making.
• Monitor industry and competitor aftersales practices and identify relevant opportunities for the business.

2. Aftersales Performance Management

• Monitor and analyze key Aftersales KPIs including service volume, customer retention, first service comeback, customer satisfaction, dealer performance, manpower, campaign completion and other relevant indicators.
• Prepare monthly performance reports, dashboards and management updates.
• Identify performance gaps and work with relevant stakeholders to establish corrective action plans.
• Track dealer performance against agreed targets and follow up on outstanding actions.
• Provide data-driven insights and recommendations to support management decisions.

3. Dealer Network & Business Planning

• Support planning and optimization of the Aftersales dealer network based on vehicle throughput, service demand, geographical coverage and business requirements.
• Analyse dealer capacity, workshop facilities, manpower and operational requirements.
• Support new dealer development, expansion and network improvement initiatives.
• Coordinate with Regional Managers and dealers on Aftersales planning requirements.
• Monitor dealer readiness for new models, programmes, campaigns and operational requirements.

4. Aftersales Program & Campaign Management

• Support the planning, development and implementation of Aftersales campaigns, programmes and customer initiatives.
• Develop campaign mechanisms, targets, dealer guidelines, communication materials and monitoring mechanisms.
• Coordinate campaign execution with dealers and relevant internal departments.
• Monitor campaign performance, completion and budget utilisation.
• Prepare post-campaign performance analysis and recommendations for future programmes.

5. Process & Policy Development

• Support the development and review of Aftersales policies, procedures, guidelines and operational processes.
• Identify process gaps and recommend improvements to increase operational efficiency and customer experience.
• Coordinate cross-functional alignment for new processes and system implementation.
• Ensure changes in Aftersales processes are properly communicated and cascaded to relevant stakeholders.
• Maintain proper documentation and records of approved processes and policies.

6. Cross-Functional Coordination

• Coordinate with Sales, Network, Parts, Warranty, Technical, Finance, IT and other relevant departments on Aftersales-related matters.
• Support cross-functional projects involving vehicle launches, new programmes, dealer operations and customer initiatives.
• Consolidate information from different stakeholders and provide clear recommendations to the Manager.
• Follow up on agreed actions and ensure timely completion of deliverables.

7. Financial & Budget Planning

• Support the preparation and monitoring of Aftersales budgets, incentives, rebates and campaign expenditure.
• Analyze programme costs and business impact to support management approval.
• Monitor actual spending against approved budgets.
• Prepare payment, reimbursement and incentive proposals in accordance with approved mechanisms and policies.

8. Management Reporting & Presentation

• Prepare regular Aftersales performance reports and management presentations.
• Consolidate operational and financial data into clear management-level insights.
• Prepare materials for management meetings, dealer meetings and Aftersales conferences.
• Highlight key risks, issues, opportunities and recommended actions to management.

9. Continuous Improvement

• Identify opportunities to improve Aftersales processes, dealer performance and customer experience.
• Support implementation of improvement projects and track their effectiveness.
• Analyze operational data to identify recurring issues and potential improvement areas.
• Benchmark internal performance and relevant industry practices where applicable.

10. Ad-Hoc & Strategic Projects

• Support the Aftersales Manager in strategic projects and management assignments.
• Undertake analysis and preparation of business cases for new Aftersales initiatives.
• Coordinate special projects assigned by the Aftersales management team.
• Provide flexible support across the Aftersales portfolio based on business priorities.

Requirements:

• 3–5 years of relevant experience.
• Experience in automotive OEM, dealer operations, Aftersales, business planning, strategy, consulting or related industries is an advantage.
• Strong problem-solving and analytical thinking.
• Good project and time management skills.
• Strong communication and stakeholder management skills.
• Able to work independently and manage multiple projects simultaneously.
• Detail-oriented with strong follow-up and execution discipline.
• Adaptable and comfortable working in a fast-paced OEM environment.
• Commercially aware and able to understand the relationship between customer experience, dealer performance and business results.