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

Branded Workshop & Project Manager (VRP)