Developing Service Capability & Customer Experience
- Bring an external perspective to influence and shape a standardized and differentiated consumer experience in the workshop network
- Lead the deployment of tools such as SOPs, audits, and certifications to influence consumer satisfaction
- Support the development of service models internally and for customers
- Lead the implementation of strategic projects that drive customer footfall and enhance value (e.g., partnerships with B2B marketplaces, spare part manufacturers, insurance firms, OEMs)
- Provide feedback and insights from customers to support continuous improvement of marketing offers
- Ensure activities are executed within agreed SLAs and escalate delivery risks promptly
Customer Acquisition
- Build a detailed plan for acquiring and developing the branded workshop base in assigned territories
- Develop a consistent pipeline of potential workshops as a feeder for current and future growth
- Conduct prospecting and profiling using approved criteria and tools to evaluate fitment
- Deliver value-based concept selling of Castrol's Branded Workshop offer, addressing queries and building trust for successful conversions
- Utilize tools such as SFO for pipeline management and WBC for customer offer deployment
- Ensure effective customer onboarding post-acquisition by introducing brand heritage, products, and operating procedures
- Create a localized business plan with sales targets, activities, and workshop coverage
- Analyze sales volume and margin, resolve customer issues, and maintain pricing integrity
Offer Deployment & Workshop Management
- Ensure full and quality deployment of channel offers including training, audits, branding, and activations
- Lead and demonstrate execution of key activities such as SOP training and audits
- Develop strong relationships with customers to ensure commitment to program activities
- Implement strategies aligned with both customer needs and company objectives
- Drive customer retention and growth through active engagement and value proposition deployment
- Hold regular performance reviews and feedback meetings with customers
- Gather and analyze customer and market insights to improve competitive positioning
- Represent the voice of the customer internally to shape strategy and execution
Overall Business Delivery
- Deliver monthly secondary sales targets across all product segments with a focus on key products and synthetics
- Build and maintain strong relationships with key customers, ensuring service quality through distributors and sales executives
- Develop action plans with sales teams to defend existing customer base and counter competitive activity
Planning
- Compile data on customers, influencers, and competitors to inform territory strategy
- Approve and monitor Business Development Managers PJPs to ensure efficient market coverage
What you will need to be successful
- Degree or equivalent experience in Engineering/Technology (preferably Mechanical, Chemical), with 8+ years of B2B sales and marketing experience
- Preferred background in OEM service business or sales roles in the multi-brand automotive aftermarket
- Strong commercial and contract negotiation skills with a focus on long-term value creation
- Sound knowledge of automotive technology and aftermarket trends
- Proven ability in relationship management and strategic customer engagement
- Excellent communication, influencing, and negotiation skills
- High business and social acumen to understand complex market dynamics
- Resilient and results-driven mindset in highly competitive environments
- Customer-focused with the ability to navigate ambiguity and uncertainty
- Willingness to travel extensively for business
