Ben Sturgeon
Stafford,Staffordshire
Summary
Experienced dedicated Car Aftersales Manager at Stoneacre across 11 different Brands including, Kia, Peugeot Vauxhall Fiat Renault/Dacia Citroen with a proven track record in driving departmental profitability and enhancing customer satisfaction. Expert in strategic planning, inventory management, and warranty processing, leveraging data analysis to optimise operations and maximise revenue opportunities. Adept at fostering team performance through effective leadership and training, while maintaining compliance with health and safety standards. Committed to continuous improvement and customer service excellence, aiming to further develop innovative strategies that strengthen market position and customer loyalty. Still holding onto MOT licence while being a registered AED across 68 MOT stations. Work is something i am very passionate about and strive to get the best out of myself in every situation.
Overview
20
20
years of professional experience
Work History
Car Aftersales Manager
Stoneacre Motor Group
09.2006 - Current
- Sustained high levels of workshop utilisation and productivity, maximising revenue opportunities.
- Established budget and monitored expenses to ensure departmental profitability.
- Monitored aftersales metrics and KPIs, using data-driven insights to guide strategic decisions.
- Analysed current strategies for strengths and weaknesses and adjusted approaches to maintain sales trajectory.
- Implemented seasonal and special discounts, driving customer engagement through promotions.
- Conducted multi-channel competitor research to identify market gaps and anticipate shifts in customer interests.
- Collaborated with marketing team to promote aftersales services, driving awareness and demand.
- Analysed customer feedback to identify areas for improvement, leading to enhanced aftersales service quality.
- Addressed and resolved customer complaints with empathy and professionalism, restoring confidence in services.
- Resolved customer complaints efficiently, restoring confidence in the aftersales service and retaining valuable business.
- Enforced health and safety protocols within aftersales operations, ensuring a safe environment for staff and customers.
- Conducted regular performance reviews with aftersales team, fostering a culture of continuous improvement.
- Oversaw the training and development of aftersales staff, enhancing team performance and efficiency.
- Managed inventory control for spare parts and accessories, optimising stock levels to meet customer demands.
- Coordinated warranty claims efficiently, ensuring quick resolution for customer satisfaction and loyalty.
- Coordinated warranty claims processing, minimising turnaround time and enhancing customer trust in aftersales services.
- Executed customer follow-up programmes to enhance relationships and drive repeat business.
- Reviewed and updated aftersales policies and procedures, maintaining compliance with industry standards and regulations.
Education
GCSEs -
Walton High School
Stafford, STS01-2005
Skills
- Vehicle maintenance knowledge
- Vehicle diagnostics
- Technical troubleshooting
- Warranty processing
- Warranty administration
- Parts ordering
- Inventory management
- Customer relationship management
- Customer service management
- Customer service excellence
- Customer follow-up
- Customer engagement
- Customer relations
- Relationship Management
- Data analysis
- Performance monitoring
- Performance assessment
- Strategic planning
- Creative thinking
- Team leadership
- Staff supervision
- Decision-making authority
- Negotiation expertise
- Problem solving
- Creative thinking
- Conflict resolution
- Active listening
- Effective communication
- Time management
- Self-motivation
- Positive attitude
- Leadership excellence
- Relationship-building
- Competitive and trend analysis
- Health and safety compliance
- MOT tester
- Vehicle inspection
- Warranty administration
- Competitive and trend analysis
- MOT tester
Timeline
Car Aftersales Manager
Stoneacre Motor Group
09.2006 - Current
GCSEs -
Walton High School